Customer Service Assistant with Communication Skills Training - CPD Accredited

FREE PDF Certificate | Audio Visual Training | 20 CPD Points | Assessment Included | Tutor Support | 1 Year Access



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£17 inc VAT (was £699)
Offer ends 05 August 2020
Study method
Online, self-paced
24 Hours
Access to content
1 Year
No formal qualification
20 CPD hours / points
Additional info
  • Exam(s) / assessment(s) is included in price
  • Tutor is available to students

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This bundle course is designed to provide our learners with a more in-depth understanding of the communication skills required to work in customer relationship management. This training certification is ideal for anyone who wishes to boost their professional development in this field.

Discover the secret to excellent customer relations and learn how to maintain customer loyalty with the Customer Relationship Management (CRM) course. This course covers all you need to know about customer management, from handling complaints to customer service techniques. Throughout the course, you will develop your business communication skills, telephone etiquette, proficiency in Microsoft Word, and much more. This course is ideal for aspiring customer relationship managers who wish to develop the practical knowledge to fast track their career.

Master the art of public speaking, learn how to engage your audience and get your point across effectively with the Communication and Public Speaking Diploma. This training program will help you boost your confidence in delivering presentations and improve your body language to project confidence. This skills-based diploma also provides guidance on how to work with visual aids, plan your notes and overcome your fears and self-doubts. This course is ideal for those in customer or client-facing roles.

Learning Outcomes of the Customer Service Assistant with Communication Skills Training:

  • Discover the secret to excellent customer relations to drive sales and brand loyalty
  • Learn how to identify your customer’s needs and expectations
  • Explore strategies for delivering great customer service on the phone
  • Be able to handle complaints with professionalism & develop valuable business communication skills
  • Improve your proficiency in Microsoft Word for everyday administrative tasks
  • Master the art of body language and learn how to project confidence in the workplace
  • Improve your delivery in presentations and public speaking
  • Know how to keep your audience engaged and use visual aids effectively
  • Learn how to get your point across and express your ideas with conviction
  • Discover practical mental exercises to help you remember your lines


20 CPD hours / points
Accredited by CPD Accreditation Group

Course media


Benefits of studying the Customer Service Assistant with Communication Skills Training Course

  • Earn a free e-certificate upon successful completion.
  • Accessible, informative modules taught by expert instructors
  • Study in your own time, at your own pace, through your computer tablet or mobile device
  • Benefit from instant feedback through mock exams and multiple-choice assessments
  • Get 24/7 help or advice from our email and live chat teams.

Course design

The Customer Service Assistant with Communication Skills Training Course is delivered through our online learning platform, accessible through any internet-connected device. There are no formal deadlines or teaching schedules, meaning you are free to study the course at your own pace.

You are taught through a combination of

  • Video lessons
  • Online study materials
  • Mock exams
  • Multiple-choice assessment

************************** Course Modules **************************

***Customer Service Assistant***

Understanding Customer Service

  • Understanding Customer Service
  • Identifying Customer Expectations
  • Providing Excellent Customer Service

Focusing on the Customer

  • Focusing on the Customer

Customer Service and the Telephone

  • Customer Service and the Telephone

Handling Complaints

  • Handling Complaints

Enduring Stress

  • Enduring Stress

Business Communication

  • Identifying Basic Communication Techniques
  • Formal and Informal Communication

Verbal and Non-verbal Communication

  • Describing Verbal and Non-verbal Communication
  • Understanding Body Language
  • Making Effective Presentations
  • Fundamentals of Productive Meetings

Written Communication

  • Written Communication

Electronic Communication

  • Electronic Communication

Communicating with Graphics

  • Creating Graphics for Business Communication
  • Communicating Static Information
  • Communicating Dynamic Information

Effectively Working for Your Boss

  • Representing Your Boss
  • Communicating Your Boss’s Decisions
  • Supporting Your Boss and Colleagues
  • Building a Partnership with Your Boss

Identifying Goals

  • Identifying Goals

Effective Energy Distribution

  • Energy Distribution
  • Time Logs

Working with Your Personal Style

  • Personal World View
  • Strengths

Building Your Toolbox

  • A Building Your Toolbox

Establishing Your Action Plan

  • Establishing Your Action Plan

Getting Started with Word

  • Navigate in Microsoft Word
  • Create and Save Word Documents
  • Manage Your Workspace
  • Edit Documents
  • Preview and Print Documents
  • Customize the Word Environment

Formatting Text and Paragraphs

  • Apply Character Formatting
  • Control Paragraph Layout
  • Align Text Using Tabs
  • Display Text in Bulleted or Numbered Lists
  • Apply Borders and Shading

Working More Efficiently

  • Make Repetitive Edits
  • Apply Repetitive Formatting
  • Use Styles to Streamline Repetitive Formatting Tasks

Managing Lists

  • Sort a List
  • Format a List

Adding Tables

  • Insert a Table
  • Modify a Table
  • Format a Table
  • Convert Text to a Table

Inserting Graphic Objects

  • Insert Symbols and Special Characters
  • Add Images to a Document

Controlling Page Appearance

  • Apply a Page Border and Color
  • Add Headers and Footers
  • Control Page Layout
  • Add a Watermark

Preparing to Publish a Document

  • Check Spelling Grammar and Readability
  • Use Research Tools
  • Check Accessibility
  • Save a Document to Other Formats

Getting Started with Microsoft Office Excel 2016

  • Navigate the Excel User Interface
  • Use Excel Commands
  • Create and Save a Basic Workbook
  • Enter Cell Data
  • Use Excel Help

Performing Calculations

  • Navigate the Excel User Interface
  • Use Excel Commands
  • Create and Save a Basic Workbook
  • Enter Cell Data
  • Use Excel Help

Performing Calculations

  • Create Worksheet Formulas
  • Insert Functions
  • Reuse Formulas and Functions

Modifying a Worksheet

  • Insert, Delete, and Adjust Cells, Columns, and Rows
  • Search for and Replace Data
  • Use Proofing and Research Tools

Formatting a Worksheet

  • Apply Text Formats
  • Apply Number Formats
  • Align Cell Contents
  • Apply Styles and Themes
  • Apply Basic Conditional Formatting
  • Create and Use Templates

Printing Workbooks

  • Preview and Print a Workbook
  • Set Up the Page Layout
  • Configure Headers and Footers

Managing Workbooks

  • Manage Worksheets
  • Manage Workbook and Worksheet Views
  • Manage Workbook Properties

Certificate in Handling a Difficult Customer

  • Getting Started
  • The Right Attitude Starts with You
  • Stress Management (Internal Stressors)
  • Stress Management (External Stressors)
  • Transactional Analysis
  • Why are Some Customers Difficult
  • Dealing with the Customer Over the Phone
  • Dealing with the Customer In Person
  • Sensitivity in Dealing with Customers
  • Scenarios of Dealing with a Difficult Customer
  • Following up With a Customer Once You Have Addressed Their Issue
  • Wrapping Up

Retail Customer Service Diploma

  • Introduction To Retail Customer Service
  • Understanding Customer Expectations
  • Customer Value And Satisfaction
  • Customer Service And Customer Satisfaction In Retailing
  • Importance of measuring customer satisfaction
  • Strategic Management
  • Types of Decision making Process
  • Provide Customer Service Excellence To The External Customer
  • Provide Customer Service Excellence To The Internal Customer
  • Standards of Performance
  • The Retail Marketing Mix
  • Levels Of Customer Satisfaction
  • Brand Loyalty
  • Customer Satisfaction Questionnaire

**Communication Skills Training**

Working on Basics 101

  • Skill Of The Mouth
  • Communication
  • It’s In The Eyes
  • You Have 40 Seconds
  • Body Language
  • Art Of Speaking

Working On It 102

  • Putting It Together
  • Content Is Key
  • To Joke Or Not To Joke
  • Learn Your Lines
  • Visual Aids

Working On Me 103

  • Walk The Talk
  • What Gives You The Edge
  • It’s The Heart That Counts
  • Mirror Time
  • How To Deal With Stress
  • Fake it Till You Make It
  • Preparation On The Day

Working On Them 104

  • People Don’t Care How much you know until they know how much you care
  • They Really Are Naked
  • Sing The Right Song
  • Know Your Venue
  • Public Speaking – Why Do It?


  • Hello and Goodbye
  • Goodbye HD Final Online


Upon successful completion of the course, you will be able to obtain your course completion e-certificate free of cost. Print copy by post is also available at an additional cost of £9.99 and PDF Certificate at £4.99.

Who is this course for?

This bundle course is suitable for those who work in customer-facing roles and want to enhance their skills in business communication. It is also ideal for those who are interested in self-development and improving their body language.

Career path

On successful completion, learners will have the opportunity to explore the following roles:

  • Customer Relationship Manager
  • Client Relationship Manager
  • Customer service Advisor
  • Customer Support Officer

Questions and answers

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What does study method mean?

Study method describes the format in which the course will be delivered. At courses are delivered in a number of ways, including online courses, where the course content can be accessed online remotely, and classroom courses, where courses are delivered in person at a classroom venue.

What are CPD hours/points?

CPD stands for Continuing Professional Development. If you work in certain professions or for certain companies, your employer may require you to complete a number of CPD hours or points, per year. You can find a range of CPD courses on, many of which can be completed online.

What is a ‘regulated qualification’?

A regulated qualification is delivered by a learning institution which is regulated by a government body. In England, the government body which regulates courses is Ofqual. Ofqual regulated qualifications sit on the Regulated Qualifications Framework (RQF), which can help students understand how different qualifications in different fields compare to each other. The framework also helps students to understand what qualifications they need to progress towards a higher learning goal, such as a university degree or equivalent higher education award.

What is an ‘endorsed’ course?

An endorsed course is a skills based course which has been checked over and approved by an independent awarding body. Endorsed courses are not regulated so do not result in a qualification - however, the student can usually purchase a certificate showing the awarding body’s logo if they wish. Certain awarding bodies - such as ABC Awards and TQUK - have developed endorsement schemes as a way to help students select the best skills based courses for them.


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