Customer Service Certification
Why you should study with us
Customer Service Certification
These days more companies are looking for members who have outstanding customer service skills. More clients are focusing on the service they receive and are demanding that companies around the world provide them with a better service on a daily basis.
Introduction to the Customer Services Certification
This information-packed course gives you the skills you need to provide your clients with a higher level of service, whether you are dealing with them face to face, over the phone or online.
The course comprises eleven modules bursting with information which take around ten hours to complete. You get to study at your own pace and where you feel most comfortable, as long as you have access to the internet.
The modules are accessible on all devices from PCs to laptops and tablets to mobile phones, giving you the convenience of studying from anywhere at any time. During your studies, you will have access to guidance and support from our expert tutors.
What You Will Learn
This course comprises eleven information packed modules, these include:
- Get an oversight of customer service from what it is to the different types to why it is so important for you, your client and your business moving forward.
- Understand your customers, find your niche and get a firm understanding of consumer rights law in the United States.
- Make a great first impression, learn how positive attitude, dress and body language affects how you are perceived.
- Learn how to care for your customers' needs, from seeing customer service from their perspective to the importance of communication.
- Get insight into how to retain your customers. Learn how to effectively deal with complaints, provide an outstanding after-sales service and what you need to do in the case that the customer is wrong.
- Learn about the importance of face to face customer service. This module will teach you the importance of a positive first impression and how body language will play a role in the service you provide and how your service is perceived.
- Get a firm understanding of telephone customer service complete with eleven tips on how to improve your customer service levels over the phone. This module will also provide valuable insight into telephone etiquette.
- Understand the importance of electronic customer service. The dos and don'ts and tips on providing an effective service electronically in a world where everyone relies on the internet on a daily basis.
- The course will teach you how to deal with difficult customers, how to defuse anger, how to control your own emotions and how keeping calm can solve the problem that bit faster.
- Learn to deal with escalation to improve service levels. This module covers handling abusive clients, handling physical threats and how not to cave into the clients' demands.
- Learn how to make a good impression at all times by offering the best customer service and recapping the skills you have learned to ensure you can incorporate them into your daily duties without delay.
Benefits of the Customer Services Certification
Customer services has become essential for all employees in all industries. It doesn't matter what industry you are working in right now, having a customer services certification behind you can give you the knowledge and insight you need to provide your clients with a service that they expect and deserve, ensuring you help your business grow daily.
Company owners are seeing the benefit of sending their teams for customer services training. Company owners see more inquiries convert to sales, happier customers and happier team members. The benefits of a customer services certification are endless, but here are some you can take note of right way:
- You will learn how to exceed your customers' expectations.
- You will learn how to be courteous and helpful to each client you come in contact with.
- Your motivation levels will increase as you see your clients become more comfortable with you and the service you provide.
- Learn essential problem-solving skills you can use daily.
- See your confidence soar as you get more comfortable with dealing with customers face to face, over the phone and online.
This course includes
24/7 Student Support
End of course certification
Lifetime access to your course
Compatible with modern devices
- What customer service is
- About the different types of customer service
- About customer service terminology
- Why customer service is so important
- Who the customer is
- About consumer rights law in the US
- The difference between internal and external customers
- How to find your niche within the industry
- How to make a great first impression
- Why getting your clothing right is essential to the image you convey
- How body language effects the way you are perceived
- About the power of a positive attitude
- About the client’s perspective of customer service
- How to best meet a customer’s needs
- How exceed customer expectations
- Why communication is key to caring for a customer
- How to provide an effective after sales service
- What to do when the customer is wrong
- How to listen to and effectively deal with complaints
- Why you need to show empathy with a complaining customer
- How to create a positive first impression
- How to use your body language to communicate effectively
- About other forms of non-verbal communication
- How talking down your competition can have a negative effect on your image
- About telephone etiquette
- The advantages and disadvantages of telephone customer service
- Tips for providing better telephone customer service
- Why an efficient employee will take pre-emptive measures to improve customer satisfaction
- The advantages and disadvantages of electronic customer service
- What “Netiquette” is
- The do’s and don’ts of sending emails
- How to provide effective customer service electronically
- How to diffuse anger
- Why keeping a calm demeanor will help solve issues faster
- How to control you emotions
- Why you should deal with a customers anger before solving their problem
- How to handle abusive customers
- Why you shouldn’t cave in to unreasonable demands
- When you should tell a customer “enough is enough”
- How to handle physical threats
- How to retain customers through best service
- Why your focus should also be on creating as uncomplicated and simple an experience as possible
- Why any effective and talented customer service professional will have the ability to convince others of their opinion
- A recap of the skills you need for customer service jobs
ID: YDFT67YHJ
of achievement
This certificate is presented to
Your Name
For completing the
Customer Service Certification
on 21st November 2025
Selena Hurford
Selena Hurford
Course Tutor
Daniel Morgan
Daniel Morgan
Head of Academy
Anyone who has an interest in learning more about this subject matter is encouraged to take the course. There are no entry requirements to take the course.
The course is broken down into 11 individual modules. Each module takes between 20 and 90 minutes on average to study. Although you are free to spend as much or as little time as you feel necessary on each module, simply log in and out of the course at your convenience.
You can study the course any time you like. Simply log in and out of the web based course as often as you require. The course is compatible with all computers, tablet devices and smart phones so you can even study while on the move!
Once you have completed all 11 modules there is a multiple choice test. The questions will be on a range of topics found within the 11 modules. The test, like the course, is online and can be taken a time and location of your choosing.
The pass mark for the test is 70%.
If you don’t pass the test first time you will get further opportunities to take the test again after extra study. There are no limits to the number of times you can take the test. All test retakes are included within the price of the course.
Once you have completed your test you can log in to your account and download/print your certificate any time you need it. If you would prefer us to post you a certificate to a UK address, there will be an admin charge of £10 (certificates sent internationally may cost more).
You can either use your Visa, MasterCard, American Express, Solo cards or PayPal account to pay for the online course. Our site uses the latest SSL encryption to ensure your safety. All payments are handled securely by PayPal.
You can begin the course immediately after your payment has been received. You will create your login details during the checkout process. We will also send you an email confirming your login details.
We estimate that the course will take about 7 hours to complete in total, plus an additional 30 minutes for the end of course test.
Once you have been awarded your certificate it is valid for life. The certificate does not expire or need renewing.
What our students say...
I really enjoyed this course
Good course, it reviews all the concepts that are needed in the Customer Service environment, and provides information on how to resolve any challenges that may arise.
Each module is well worded, and you are tested as you go. So you know if there are any specific modules that you've had problems with.
The information is informative without trying to blow your mind, and seems to be targeted at the correct level.
In summary, good informative modules, well worded questions, a good course to start to know the concepts of Customer Services.
Peter Day
I really enjoyed this course
I really enjoyed this course. It gave lot of information about customer service and skills you require.
It gave me an understanding of customer services, why it is so important. I learned about attitude, how to make a first impression, how to present yourself, body language, positive attitude, how to communicate with customers internal or external, about other forms of non verbal communication and how to talk to an angry customer, how to control your emotions and how to deal with a customer's anger before solving their problem.
I have learned how to retain customers through best service. It gives a lot of knowledge about customer service.
Sanjay Kaushal
I really enjoyed this course
Hi everyone, I wanted to let you know that before I used to apply for a vacancy I was not confident about my CV. To strengthen my confidence I decided to do the Customer Service Certification with New Skills. I have completed the course and now I am very happy. Thank you so much to all the team who provided me the easy access to the course.
Nadir Zekouki
I would recommend it to anyone working in HR or looking to get into HR
Easy to use! Fantastic! It has massively helped me whilst I have been working in Human Resources. I couldn't ask for anything better. I can't wait to start another course with you!
Definitely worth every penny and I would highly recommend it. I was also able to brush up on my excel knowledge too which is really imperative in my role. Before I started the course I had little knowledge on how to use Excel. I am now an Excel wiz!
In summary, fantastic course I would recommend it to anyone working in HR or looking to get into HR
Eva Stenson
Very happy with the course
It's very easy to use the website and you can access all the information you need to learn. The tutors are very quick to respond which makes it even easier to understand and move on with the studies.
Very happy with the course.
Cindy Miceli
I definitely recommend this course to everyone
I really enjoyed this course because I was able to study at anytime and anywhere from my phone, when my little daughter was sleeping. I like working with people and this course offered me more knowledge about the best way to treat a customer.
This certification will help me get a better job in the future. After each module there is a short test and at the end of the course there is another overall longer test so it's best to read and understand each module properly.
I definitely recommend this course to everyone who wants to improve their customer service skills.
Lavinia Poara
I would certainly recommend it!
I really enjoyed this course. Although I already work in customer services, I found it very informative and I picked up a lot of useful information and tips. What I liked about the course was that it was something you could do at your own pace and it was easy to follow.
It made me feel more relaxed about my studying and put me at ease when it came to the final test at the end. The modules were just the right length, with plenty of content to get your teeth into but not too much that it became overwhelming, and that made it better to learn and digest what was being said.
I would certainly recommend it!
Stephen Rawlinson
Thank you for such a positive and rewarding experience
I am over the moon with my experience in completing my first online course with New Skills Academy. I found the whole process quick and efficient and the site very easy to navigate. I found it helpful to complete short tests at the end of each module as I feel this helps to review the information I have read and confirm that I understood it and could retain the information as well.
I found the course to be very well written and the information provided to be interesting and relevant to the course and the final test to be efficient in recapping everything I had learned throughout the course. I completed the course quite quickly and was able to study using my iPhone as the course was iOS compatible which I found to be the best way of accessing the course, information and tests.
I'm thrilled that I passed my first course and can't wait to get started on the next one. Thank you for such a positive and rewarding experience.
Lisa Simmons
Customer Service Certification
These days more companies are looking for members who have outstanding customer service skills. More clients are focusing on the service they receive and are demanding that companies around the world provide them with a better service on a daily basis.
Introduction to the Customer Services Certification
This information-packed course gives you the skills you need to provide your clients with a higher level of service, whether you are dealing with them face to face, over the phone or online.
The course comprises eleven modules bursting with information which take around ten hours to complete. You get to study at your own pace and where you feel most comfortable, as long as you have access to the internet.
The modules are accessible on all devices from PCs to laptops and tablets to mobile phones, giving you the convenience of studying from anywhere at any time. During your studies, you will have access to guidance and support from our expert tutors.
What You Will Learn
This course comprises eleven information packed modules, these include:
- Get an oversight of customer service from what it is to the different types to why it is so important for you, your client and your business moving forward.
- Understand your customers, find your niche and get a firm understanding of consumer rights law in the United States.
- Make a great first impression, learn how positive attitude, dress and body language affects how you are perceived.
- Learn how to care for your customers' needs, from seeing customer service from their perspective to the importance of communication.
- Get insight into how to retain your customers. Learn how to effectively deal with complaints, provide an outstanding after-sales service and what you need to do in the case that the customer is wrong.
- Learn about the importance of face to face customer service. This module will teach you the importance of a positive first impression and how body language will play a role in the service you provide and how your service is perceived.
- Get a firm understanding of telephone customer service complete with eleven tips on how to improve your customer service levels over the phone. This module will also provide valuable insight into telephone etiquette.
- Understand the importance of electronic customer service. The dos and don'ts and tips on providing an effective service electronically in a world where everyone relies on the internet on a daily basis.
- The course will teach you how to deal with difficult customers, how to defuse anger, how to control your own emotions and how keeping calm can solve the problem that bit faster.
- Learn to deal with escalation to improve service levels. This module covers handling abusive clients, handling physical threats and how not to cave into the clients' demands.
- Learn how to make a good impression at all times by offering the best customer service and recapping the skills you have learned to ensure you can incorporate them into your daily duties without delay.
Benefits of the Customer Services Certification
Customer services has become essential for all employees in all industries. It doesn't matter what industry you are working in right now, having a customer services certification behind you can give you the knowledge and insight you need to provide your clients with a service that they expect and deserve, ensuring you help your business grow daily.
Company owners are seeing the benefit of sending their teams for customer services training. Company owners see more inquiries convert to sales, happier customers and happier team members. The benefits of a customer services certification are endless, but here are some you can take note of right way:
- You will learn how to exceed your customers' expectations.
- You will learn how to be courteous and helpful to each client you come in contact with.
- Your motivation levels will increase as you see your clients become more comfortable with you and the service you provide.
- Learn essential problem-solving skills you can use daily.
- See your confidence soar as you get more comfortable with dealing with customers face to face, over the phone and online.
This course includes
24/7 Student Support
End of course certification
Lifetime access to your course
Compatible with modern devices
- What customer service is
- About the different types of customer service
- About customer service terminology
- Why customer service is so important
- Who the customer is
- About consumer rights law in the US
- The difference between internal and external customers
- How to find your niche within the industry
- How to make a great first impression
- Why getting your clothing right is essential to the image you convey
- How body language effects the way you are perceived
- About the power of a positive attitude
- About the client’s perspective of customer service
- How to best meet a customer’s needs
- How exceed customer expectations
- Why communication is key to caring for a customer
- How to provide an effective after sales service
- What to do when the customer is wrong
- How to listen to and effectively deal with complaints
- Why you need to show empathy with a complaining customer
- How to create a positive first impression
- How to use your body language to communicate effectively
- About other forms of non-verbal communication
- How talking down your competition can have a negative effect on your image
- About telephone etiquette
- The advantages and disadvantages of telephone customer service
- Tips for providing better telephone customer service
- Why an efficient employee will take pre-emptive measures to improve customer satisfaction
- The advantages and disadvantages of electronic customer service
- What “Netiquette” is
- The do’s and don’ts of sending emails
- How to provide effective customer service electronically
- How to diffuse anger
- Why keeping a calm demeanor will help solve issues faster
- How to control you emotions
- Why you should deal with a customers anger before solving their problem
- How to handle abusive customers
- Why you shouldn’t cave in to unreasonable demands
- When you should tell a customer “enough is enough”
- How to handle physical threats
- How to retain customers through best service
- Why your focus should also be on creating as uncomplicated and simple an experience as possible
- Why any effective and talented customer service professional will have the ability to convince others of their opinion
- A recap of the skills you need for customer service jobs
ID: YDFT67YHJ
of achievement
This certificate is presented to
Your Name
For completing the
Customer Service Certification
on 21st November 2025
Selena Hurford
Selena Hurford
Course Tutor
Daniel Morgan
Daniel Morgan
Head of Academy
Anyone who has an interest in learning more about this subject matter is encouraged to take the course. There are no entry requirements to take the course.
The course is broken down into 11 individual modules. Each module takes between 20 and 90 minutes on average to study. Although you are free to spend as much or as little time as you feel necessary on each module, simply log in and out of the course at your convenience.
You can study the course any time you like. Simply log in and out of the web based course as often as you require. The course is compatible with all computers, tablet devices and smart phones so you can even study while on the move!
Once you have completed all 11 modules there is a multiple choice test. The questions will be on a range of topics found within the 11 modules. The test, like the course, is online and can be taken a time and location of your choosing.
The pass mark for the test is 70%.
If you don’t pass the test first time you will get further opportunities to take the test again after extra study. There are no limits to the number of times you can take the test. All test retakes are included within the price of the course.
Once you have completed your test you can log in to your account and download/print your certificate any time you need it. If you would prefer us to post you a certificate to a UK address, there will be an admin charge of £10 (certificates sent internationally may cost more).
You can either use your Visa, MasterCard, American Express, Solo cards or PayPal account to pay for the online course. Our site uses the latest SSL encryption to ensure your safety. All payments are handled securely by PayPal.
You can begin the course immediately after your payment has been received. You will create your login details during the checkout process. We will also send you an email confirming your login details.
We estimate that the course will take about 7 hours to complete in total, plus an additional 30 minutes for the end of course test.
Once you have been awarded your certificate it is valid for life. The certificate does not expire or need renewing.
What our students say...
I really enjoyed this course
Good course, it reviews all the concepts that are needed in the Customer Service environment, and provides information on how to resolve any challenges that may arise.
Each module is well worded, and you are tested as you go. So you know if there are any specific modules that you've had problems with.
The information is informative without trying to blow your mind, and seems to be targeted at the correct level.
In summary, good informative modules, well worded questions, a good course to start to know the concepts of Customer Services.
Peter Day
I really enjoyed this course
I really enjoyed this course. It gave lot of information about customer service and skills you require.
It gave me an understanding of customer services, why it is so important. I learned about attitude, how to make a first impression, how to present yourself, body language, positive attitude, how to communicate with customers internal or external, about other forms of non verbal communication and how to talk to an angry customer, how to control your emotions and how to deal with a customer's anger before solving their problem.
I have learned how to retain customers through best service. It gives a lot of knowledge about customer service.
Sanjay Kaushal
I really enjoyed this course
Hi everyone, I wanted to let you know that before I used to apply for a vacancy I was not confident about my CV. To strengthen my confidence I decided to do the Customer Service Certification with New Skills. I have completed the course and now I am very happy. Thank you so much to all the team who provided me the easy access to the course.
Nadir Zekouki
I would recommend it to anyone working in HR or looking to get into HR
Easy to use! Fantastic! It has massively helped me whilst I have been working in Human Resources. I couldn't ask for anything better. I can't wait to start another course with you!
Definitely worth every penny and I would highly recommend it. I was also able to brush up on my excel knowledge too which is really imperative in my role. Before I started the course I had little knowledge on how to use Excel. I am now an Excel wiz!
In summary, fantastic course I would recommend it to anyone working in HR or looking to get into HR
Eva Stenson
Very happy with the course
It's very easy to use the website and you can access all the information you need to learn. The tutors are very quick to respond which makes it even easier to understand and move on with the studies.
Very happy with the course.
Cindy Miceli
I definitely recommend this course to everyone
I really enjoyed this course because I was able to study at anytime and anywhere from my phone, when my little daughter was sleeping. I like working with people and this course offered me more knowledge about the best way to treat a customer.
This certification will help me get a better job in the future. After each module there is a short test and at the end of the course there is another overall longer test so it's best to read and understand each module properly.
I definitely recommend this course to everyone who wants to improve their customer service skills.
Lavinia Poara
I would certainly recommend it!
I really enjoyed this course. Although I already work in customer services, I found it very informative and I picked up a lot of useful information and tips. What I liked about the course was that it was something you could do at your own pace and it was easy to follow.
It made me feel more relaxed about my studying and put me at ease when it came to the final test at the end. The modules were just the right length, with plenty of content to get your teeth into but not too much that it became overwhelming, and that made it better to learn and digest what was being said.
I would certainly recommend it!
Stephen Rawlinson
Thank you for such a positive and rewarding experience
I am over the moon with my experience in completing my first online course with New Skills Academy. I found the whole process quick and efficient and the site very easy to navigate. I found it helpful to complete short tests at the end of each module as I feel this helps to review the information I have read and confirm that I understood it and could retain the information as well.
I found the course to be very well written and the information provided to be interesting and relevant to the course and the final test to be efficient in recapping everything I had learned throughout the course. I completed the course quite quickly and was able to study using my iPhone as the course was iOS compatible which I found to be the best way of accessing the course, information and tests.
I'm thrilled that I passed my first course and can't wait to get started on the next one. Thank you for such a positive and rewarding experience.
Lisa Simmons
Why you should study with us
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What our students say about us...
The course was clearly set out with helpful end of week tests which built my knowledge. Being dyslexic I found the course was set out in an easy to understand way. I was able to pass the test on my first attempt. The downloaded pdf are a useful resource that you can keep forever. Looking forward to the next course
Ross Dunsten
I found this course incredibly useful, as it provided me with practical knowledge which I can implement in my role as a Support Worker. The videos were clear and concise, and the downloadable worksheets reinforced what I had learned as I was able to put pen to paper. Overall, a fantastic course for a great price! I am looking forward to taking on my next one.
Teleisha Harley
Omg im so excited, over joyed and all the good stuff that comes to mind! Wonderful experience doing lessons with New Skills Academy. I look foward to doing more courses with them. I hope this will encourage others to come on board and refresh your minds or to learn something new, it's a win win situation. I want to thank New Skills Academy so much for making this as simple as possible for me.
Shari Anderson
Lovely course for people who want to know the basics and of sign language. It's has helped me to get more of an understanding and will greatly benefit me in my workplace. So easy to pick up and the videos were easy to understand. Would definitely recommend to anyone.
Chloe Hambly
Excellent course, well explained and easy to understand. The course can be done at my own pace and is available on various devices. The layout of the course was excellent and the notes options is very good. The content is perfect and well structured, making it easy to understand and follow. I will definitely be taking more courses in the future.
Luis Costa
Wow what an incredible insight for the start of anyone's journey in property. This course gives you so much information and there are tests and questions on each of the modules. The course is very easy to follow and well laid out. You can actually make notes on the pages of each module using the notes tab! I am very excited to say that I passed and I only spent one week on this course. I will print all the PDF information and keep it in a file with my certificate. I feel very confident for my future plans now I have completed this course.
Nichola Anderson
This is a great course for any level of knowledge. Very easy to navigate, great practical tasks and explanations are very clear. You can revise any module with no problem. The test wasn’t too hard if you completed every module. It may be handy to make some notes before you start. Overall I'm very happy with my choice. Thank you New skills for my New skills :)
Julia Bobkova
I took up this course initially to help me with my own dog, but found that as I worked through the material I actually started thinking that this could be something that I could use to make a second income. From start to finish I found the course engaging and interesting. I am now doing another dog related course and am experiencing the same level of enjoyment. I would recommend New Skills Academy without hesitation.
Keith Smith
