Customer Experience and Service Excellence

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About Course

Customer experience is shaped by every interaction, from a first question to the resolution of a problem. Learn to listen carefully, set clear expectations, and coordinate support across channels. The course combines human service skills with sensible use of support tools and AI, while keeping accountability with the people serving the customer.

Follow a beginner-friendly path through five modules and 15 lesson outlines. Each lesson identifies three focused study topics, helping you connect the ideas to practical decisions in your own setting.

Course Project: Map a customer journey and create a service-recovery playbook for three common customer problems.

What Will You Learn?

  • Identify the moments that influence customer trust and satisfaction.
  • Use clear, respectful communication to understand and resolve requests.
  • Respond constructively to complaints within your role and authority.
  • Use support tools while protecting customer information and continuity.
  • Use feedback and service data to improve the customer experience.

Course Content

Module 1: Understanding Customer Experience
<p><strong>Module outcome:</strong> Identify the moments that influence customer trust and satisfaction.</p>

Module 2: Communication that Helps
<p><strong>Module outcome:</strong> Use clear, respectful communication to understand and resolve requests.</p>

Module 3: Complaints and Service Recovery
<p><strong>Module outcome:</strong> Respond constructively to complaints within your role and authority.</p>

Module 4: Tools and Team Coordination
<p><strong>Module outcome:</strong> Use support tools while protecting customer information and continuity.</p>

Module 5: Measuring and Improving Service
<p><strong>Module outcome:</strong> Use feedback and service data to improve the customer experience.</p>

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