Top 15 free customer service training for employees (with certificates)
Get your team trained and ready to give exceptional service! Here’s a list of the best courses you can use to deliver customer service training for employees in industries like sales, retail, and telecommunications.
Customer service training for employees #1
Creating a Positive Customer Experience
Designed for the retail industry, this comprehensive four-part training program focuses on the role of customer service in shaping customers’ overall brand experience. Here, your learners will learn to master practical techniques for leaving lasting impressions on customers.
They’ll also gain insights on how to interact and engage with customers effectively and make sure they’re happy and satisfied.
Cost: Free
Created by: SC Training (formerly EdApp)
Scope: The role of customer service in customer experience, ways to interact, impress, and engage with customers, effective customer interactions
Customer service training for employees #2
Building a Customer-Focused Culture
With this customer service course, you can build an organizational mindset that prioritizes customer satisfaction to drive business success. It explains the benefits of shifting to a customer-focused approach, the different customer buying habits, and strategies for adapting to meet those needs.
The course also covers practical tips for leaders on promoting customer-focused behavior at work, like leading by example and listening with empathy.
Cost: Free
Created by: SC Training (formerly EdApp)
Scope: What customer focus means, understanding buying habits through a customer-focused mindset, delivering customers through customer-focused behavior
Customer service training for employees #3
Excellent Customer Service Through Communication
Among the essential customer service soft skills is effective communication. Through this course, your customer service representatives will learn to enhance customer interactions by understanding the challenges commonly encountered on the job. They’ll go over practical case studies and exercises to improve their abilities to listen actively, communicate clearly and confidently, and respond to customer feedback.
Cost: Free
Created by: SC Training (formerly EdApp)
Scope: The importance of communication skills, enunciation, active listening, best practices for customer interaction, customer feedback
Customer service training for employees #4
Effective Communication in Customer Service
Responsive customer support is one of the most important examples of customer experience. So if you want your employees to excel in responding to customer calls, consider this customer service skills training course.
It goes into detail about the important steps in customer service, such as asking the right questions to customers and paying attention to their words and body language. The course also includes strategies to overcome communication barriers as well as interactive scenarios that’ll help sharpen your employees’ active listening skills.
Cost: Free
Created by: SC Training (formerly EdApp)
Scope: Active listening overview, steps of active listening, barriers to active listening, overcoming active listening barriers
Customer service training for employees #5
Understanding Customer Motivations
This customer service training course aims to help your team understand customer needs and behaviors so they can give personalized assistance. It delves into topics about what customers buy, why they buy, and how to recognize different types of customers.
It also suggests some strategies for marketing and customer retention. By understanding customer psychology, your employees will be able to improve their selling techniques and handle customer situations more effectively.
Cost: Free
Created by: SC Training (formerly EdApp)
Scope: Understanding customer psychology, human motivators, buying motivations, how customers differ, how to keep customers
Customer service training for employees #6
Active Listening
SC Training (formerly EdApp)’s active listening course is a great addition if you’re having customer service training programs for employees in the sales industry. It consists of four easy-to-follow lessons. With these lessons, you can empower your customer service reps to overcome objections and initial resistance by boosting their listening skills. The course will even walk them through lessons on reading a customer’s body language, handling nonverbal cues, and overcoming common obstacles during active listening.
Cost: Free
Created by: SC Training (formerly EdApp)
Scope: Active listening in sales, core principles of active listening, listening for what’s not being said, barriers to active listening
Customer service training for employees #7
Empathizing with Customers (Call Center)
Empathizing with Customers by SC Training (formerly EdApp) is an online customer service training course that helps your team connect with customers, especially during difficult situations. By taking the course, they'll have a better understanding of the different types of empathy and how to use them to handle their customers’ strong emotions.
Cost: Free
Created by: SC Training (formerly EdApp)
Scope: Types and dimensions of empathy, the benefits of empathy, how to use empathy in customer service
Customer service training for employees #8
Dealing with Difficult Customers
Tailored for food and beverage workers, this customer service training program will teach your team how to handle challenging situations at work. That includes guest complaints, wrong food orders, and customers under the influence.
They’ll also learn how to create a safe environment for important conversations and give negative feedback with empathy. By the end of the course, your team will have everything they need to know about managing and solving tough customer problems with professionalism.
Cost: Free
Created by: SC Training (formerly EdApp)
Scope: Types of difficult customers, responding to guest complaints, handling wrong food orders, dealing with intoxicated customers
Customer service training for employees #9
Handling Irate Customers (Call Center)
SC Training (formerly EdApp)’s course is designed to help your support staff effectively manage and diffuse tense interactions with upset customers. It offers suggestions and tactics for resolving calls with challenging customers and difficult personalities. In some lessons, your customer service agents will get to practice mock conversations to test their communication skills and apply what they’ve learned.
Cost: Free
Created by: SC Training (formerly EdApp)
Scope: Tough customers and tough situations, call and conflict resolutions, sample mock dialogue
Customer service training for employees #10
Customer Service: Handling Complaints
This three-part program will teach your team valuable techniques for dealing with customer complaints and negative reviews. It highlights the importance of empathy, listening carefully, and giving customers their full attention.
The customer service training course also introduces the LAST strategy (listen, apologize, solve, and thank) for effectively addressing and resolving online complaints. That way, learners can turn complaints into opportunities to deliver exceptional customer experiences.
Cost: Free
Created by: SC Training (formerly EdApp)
Scope: Resolving complaints, handling negative reviews positively, benefits of customer feedback, addressing online complaints, LAST strategy
Customer service training for employees #11
Non-voice Customer Service (Call Center)
In the call center industry, customer service is more than just making calls and delivering technical support. SC Training (formerly EdApp)’s training program explores the world of non-voice customer service, including its different formats, best practices, and how it differs from voice-based customer service. It also outlines the role of non-voice customer service agents and shares valuable strategies they can implement to excel in their roles.
Cost: Free
Created by: SC Training (formerly EdApp)
Scope: The definition of non-voice customer service, non-voice vs. voice, non-voice agent’s roles and responsibilities
Customer service training for employees #12
Call Center Customer Service
From call preparations and etiquette to managing different stages of a call and dealing with challenging customers, this customer service course got it all covered. The lessons highlight the importance of practicing and familiarizing oneself with scripts, as well as maintaining a professional tone throughout the call. Your call center agent’s will also learn the different parts of a call, proper hold and transfer procedures, and best practices for handling difficult customers.
Cost: Free
Created by: SC Training (formerly EdApp)
Scope: Preparing for a call, parts of a call, holds and transfers, helping difficult customers
Customer service training for employees #13
Speaking with Confidence
Confidence is essential to building trust, handling tense situations, and showing empathy to customers. SC Training (formerly EdApp)’s free customer service course allows your team to dive into ways to build confidence so they can engage with their customers effectively. They’ll learn techniques to eliminate filler words, maintain eye contact, and improve nonverbal fluency.
Cost: Free
Created by: SC Training (formerly EdApp)
Scope: Mastering conversations, eliminating verbal fillers, the importance of non-verbal communication cues, the basics of the PREP method
Customer service training for employees #14
Selling Strategies and Interacting with Customers
SC Training (formerly EdApp)’s customer experience program focuses on creating positive customer experiences to drive sales and enhance customer satisfaction. By taking this course, your customer service team will gain the skills they need to greet customers warmly, ask engaging questions, and use pricing strategies to close deals successfully.
Cost: Free
Created by: SC Training (formerly EdApp)
Scope: Greeting customers, using curiosity to sell, selling by asking questions, value-based selling, closing techniques
Customer service training for employees #15
Ways to Positively Influence Customers (Call Center)
Help your call center agents make a positive impact on customers and improve their overall experience with SC Training (formerly EdApp)’s Ways to Positively Influence Customers course.
Here, agents will learn how to create positive experiences by building connections, establishing rapport, and making an effort to understand customers. They’ll also discover how to use positive communication techniques and language to enhance their interactions with their customers or clients.
Cost: Free
Created by: SC Training (formerly EdApp)
Scope: Positive customer experience, positive communication, positive language
The path to driving your business forward doesn’t come easily. To run a successful business, start by giving your team the skills they need to give top-notch service to your customers.
A customer service training program usually covers topics such as effective communication, problem-solving, and understanding customer needs. That way, employees will learn the best practices for handling inquiries, resolving complaints, and building strong relationships with their customers.
Remember, your team is the face of your company, and it’s in your best interest to invest in customer service training that can help your team create a positive image for your brand.
What are the benefits of customer service training?
Here’s how you, your team, and your company can benefit from good customer service training:
- Improved customer satisfaction and loyalty: Well-trained employees can better understand and meet customer needs, leading to higher satisfaction levels and increased customer loyalty.
- Enhanced problem-solving and complaint resolution: Training equips customer service workers with problem-solving techniques and strategies for addressing and resolving customer complaints effectively.
- Effective communication and empathy: Training enhances communication skills, so employees can clearly and positively interact with customers while also displaying empathy and understanding.
- Positive brand image and customer advocacy: Consistently delivering excellent service builds a positive reputation. This can attract new customers and create customer advocates who promote your brand.
- Reduced employee turnover and improved morale: Investing in training shows employees that you value their growth, which can result in higher job satisfaction, lower turnover rates, and improved team morale.
What are the most important skills needed in customer service?
In customer service, there’s a set of skills that are absolutely essential for your team to excel. Let’s dive into some of them:
- Effective communication: This involves active listening, using appropriate tone and language, and conveying information in a way that customers can easily understand.
- Empathy and understanding: It’s crucial to be able to put yourself in the customer’s shoes and understand their feelings and needs. Empathy helps create a connection, build trust, and address customer concerns with care.
- Problem-solving abilities: Customers often turn to customer service for assistance with challenges or issues. Having strong problem-solving skills allows your team to efficiently and effectively find solutions and turn negative experiences into positive ones.
- Patience and resilience: Customer service can sometimes be challenging, especially when dealing with difficult or irate customers. Patience and resilience help your team remain calm, composed, and professional in such situations.
- Adaptability and flexibility: Customer needs and situations vary. Being able to adapt to different circumstances, think on your feet, and present personalized solutions allows your team to meet customer expectations and exceed them.
Build customer loyalty with customer service training for employees
Today, customer expectations are higher than ever. Without proper training, your team may lack the essential skills needed to deliver exceptional service. This can lead to dissatisfied customers, missed sales opportunities, and damage to your brand reputation.
Take the initiative to give your team the training they need, and you’ll see its positive impact in the form of happy customers, increased loyalty, and business growth.