Customer Service Soft Skills

Train your customer-facing staff on soft skills vital for driving customer satisfaction

Key Learning Points:

  • What the five key drivers of customer satisfaction are
  • The importance of soft skills in customer service
  • How to identify the different styles of communication
  • How to communicate more effectively through face to face, telephone and written communication
  • How to use the LEAP model to communicate with challenging customers
Customer Service Soft Skills
Customer Service Soft Skills
Customer Service Soft Skills
CPD Points

Course Overview

This online training course on customer service soft skills is developed to demonstrate to employees the five most important drivers of customer satisfaction and how effective communication helps deliver them. The course is designed to enable learners to find out more about using soft skills such as communications and listening skills to provide effective customer service. The course offers tips, advice and information on essential soft skills that will help learners thrive within customer service.

Please note that this course is not yet compatible with mobile devices.

Course Details

  • Course duration: 35 minutes
  • Interactive online course
  • Final assessment to pass the course
  • Certificate on completion
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Course Contents

This online course on Soft Skills for Customer Service is broken down into core topics.

Telephone Communication
Telephone Communication
Using the telephone is a key part of many customer-facing staff’s role and it also how most of your customers would like to contact your business. This topic covers best practice tips on how staff can communicate with customers over the telephone to ensure they are delivering services aligned with the key drivers of customer satisfaction.
Questions are a vital part of communicating with your customers. They help staff to determine their customers’ needs accurately and show their customer that they’re interested in them and their needs. This topic looks at the essential soft skills required for asking questions and the main types of questions that staff can use to engage with their customers.
Written Communication
Written Communication
Written communication can involve any type of interaction that makes use of the written word, for example responding to customers, user manuals, emails and letters. This topic covers the essential skills required for learners to maximise the effectiveness of written communication and ensure that a high level of customer service is provided.
Handling Difficult Situations with Customers
Handling Difficult Situations with Customers
Most customer-facing staff will experience situations when they need to deal with unhappy or dissatisfied customers. This topic looks at how learners can manage difficult situations with customers and follow the LEAP model to communicate with challenging customers to resolve their issues efficiently.

Who Should Take This Course?

Our Customer Service Soft Skills is ideal for customer-facing staff at all levels and is designed to equip them with the essential soft skills required while dealing with customers face to face, on the phone or over digital communications. The course is particularly beneficial for staff working within Customer Services, Support, Sales and Social Media.

  • Customer service staff
  • Sales representatives
  • Account managers
  • Marketing staff
  • Support workers

The Assessment

The course concludes with a short quiz where learners are tested on their knowledge and understanding. Learners need to answer 80% of the questions correctly to pass the course. Learners will receive a certificate of completion on successfully completing the course. Learners can take the assessment again to improve their score.

2 Ways of Purchasing

You can purchase our courses individually or for even better value you can purchase the complete range of Compliance, Health and Safety or Performance Management courses in one neat bundle.

1. Individual Licenses

If you buy courses on an individual bases you pay a price per learner, per course per year. You can run these courses on your own LMS if Xapi/SCORM compliant or you can take them.

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2. Complete Bundle

Buy all of the Compliance, Health and Safety or Performance Management courses in one great value package and receive unlimited benefits.

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1. Individual Pricing

Number of Learners Cost (per year)
1 - 10 29 / per learner
11 - 20 25 / per learner
21 - 50 20 / per learner
51 - 100 15 / per learner
101 - 150 10 / per learner
150+ POA

Exchange rates are updated regularly but are only intended as a guide.

2. Complete Bundle Pricing

If you buy all the Compliance, Health & Safety or Performance Management in a complete bundle, all features come as standard, no matter the size of your organisation!

Number of Learners Cost (per year)
1 - 100 30 / per learner
101 - 200 25 / per learner
201 - 300 21 / per learner
301 - 400 18 / per learner
401 - 500 15 / per learner
501 - 750 12.50 / per learner
751 - 1000 10 / per learner
1001 - 2500 8 / per learner
2501 - 5000 6 / per learner
5000 - 10,000 5 / per learner
10,000 + POA
Included Features
  • All courses in our catalogue
  • New courses added regularly
  • Branded, downloadable posters
  • Customise Course Content for Your Team
  • Astute eLearning Platform
  • Regular course updates
  • Dedicated Account Manager
  • Unlimited help desk support

Exchange rates are updated regularly but are only intended as a guide. Prices are based on a 2 year contract.

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The importance of Customer Services Training

Communication is key to delivering good service to customers and great customer service is the cornerstone to retaining clients and keeping them happy. There are various ways that your customer-facing staff will communicate with customers, including face to face, over the telephone and in writing. It is therefore vital to train your staff on what a customer expects from them and essential soft skills to help them deal with customers, be able to meet their requirements and drive their satisfaction with your services.

The importance of Customer Services Training


If you have any questions that are not covered here, please get in touch.

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What is customer service?
Customer service is defined as any assistance provided by a business to those who use their products or services. It is typically delivered by staff who possess skills vital for working within a customer-facing role. Good customer service often requires staff to be attentive, courteous, respond timely and typically aims for customers’ needs to be met in a manner that reflects positively on the business. Customer service staff could be dealing with customers face to face, on the telephone or through digital formats such as emails.
What are the important qualities of good customer service?
Good customer service is being able to deal with both happy and unhappy customers. For this, it is essential that customer-facing staff hold three important qualities – the ability to listen, professionalism and knowledge. Staff must be able to acknowledge and respect the customer’s concerns fairly and they can achieve this by listening and making sure their concerns are heard. It is also important to keep professional by following common courtesy, responding promptly and going the extra mile. Staff should also be knowledgeable in the products and services they offer and be able to resolve issues effectively.
Why are soft skills important in customer service?
Soft skills are important in customer service because they influence how well the employee interacts with people both inside and outside their company. Soft skills such as good communication, motivation, flexibility and good problem-solving have a strong effect on the level of customer satisfaction. This is why they are so highly valued by employers despite being quite difficult to measure in employees. Good customer service relies on well-developed soft skills as much as product knowledge, helping customers to feel listened to and be sure their issues are being dealt with well.

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