The Customer Service Survival Skills course equips learners with essential communication and professionalism skills to deliver consistent, high-quality service that builds customer trust, satisfaction, and loyalty in any business environment.
This course prepares learners with practical, real-world customer service skills that strengthen communication, professionalism, and problem-solving abilities. Learners gain the confidence to handle diverse customer interactions effectively, improve satisfaction outcomes, and contribute positively to organizational success.
Module 1: Managing High-Stress Customer Interactions
Focuses on understanding difficult customer moments, responding to criticism, practicing deep acknowledgment, and delivering bad news professionally.
Module 2: Problem Solving and De-escalation Techniques
Explores practical strategies for resolving issues, reframing communication, grounding emotional outbursts, and maintaining composure under pressure.
Module 3: Handling Extreme Customer Scenarios
Applies skills to real-world challenging situations such as authority conflicts, service failures, complaints escalation, legal threats, and social media crises.
Module 4: Framing Effective Resolution Responses
Develops structured response techniques to shift from conflict to resolution, manage anger, and turn negative interactions into service recovery opportunities.
Module 5: Foundations of Healthcare Customer Service
Introduces core principles of healthcare environments, including patient expectations, service standards, and professional conduct in care settings.
Module 6: Communication in Healthcare Settings
Focuses on effective verbal and non-verbal communication techniques used in healthcare to ensure clarity, empathy, and patient-centered service delivery.
By the end of the course, the learner will be able to:
Communicate professionally and effectively in customer-facing situations
Identify and respond to customer needs with empathy and accuracy
Apply strategies to manage difficult or challenging customer interactions
Demonstrate behaviors that build customer trust and loyalty
Recognize the impact of customer service on business success and growth
Improve personal effectiveness through strong service-oriented communication skills
Certificate of completion
This class is an independent-study course. Students will have all the resources needed to successfully complete the course within the online material. A student helpdesk is available for technical support during the course enrollment.