The Importance of Great Customer Service

Understanding your customers’ expectations and satisfying their needs

Key Learning Points:

  • The five factors of understanding your customers and meeting their needs
  • How to demonstrate these five factors
  • What external and internal customers are
  • Why great customer service is important
  • Why communicating effectively is vital

Course Overview

The key to providing great customer service is understanding the needs and expectations of the customer and communicating effectively with them. The reputation of your organisation is in the hands of every employee when they interact with both external and internal customers.

The Importance of Great Customer Service course explores the difference great customer service can make and the huge effect it has. By considering a scenario, learners see these principles in action.

Course Details

  • Available in one language (English)
  • Part of our Performance suite
  • Skills-based customer service eLearning
  • Certificate on completion
  • Course can be tailored to meet your specific requirements

Course Contents

This course is published by Cylix

Tailored versions of the courses are available for the following sectors

Compatible for

Any Workplace

Public Sector




Fire & Rescue

The Assessment

The Importance of Customer Service is a skills-based short course aimed at encouraging best practice in customer service. Learners are asked to follow a scenario and answer questions on it.

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 online.


2. Complete Bundle

Buy all of the Compliance, Health and Safety or Performance Training courses in one great value package and receive unlimited benefits including our AI driven Learning Experience Platform, Astute.

1. Individual Pricing

Number of Learners Cost (per year)
1 - 10
£34.50 / per learner
11 - 20
£29 / per learner
21 - 50
£23 / per learner
51 - 100
£17.50 / per learner
101 - 150
£11.50 / per learner
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 Training in a complete bundle, all features come as standard, no matter the size of your organisation!
Number of Learners Cost (per year)
50 - 100
£34.50 / per learner
101 - 200
£29 / per learner
201 - 300
£24.50 / per learner
301 - 400
£21 / per learner
401 - 500
£17.50 / per learner
501 - 750
£14.50 / per learner
751 - 1000
£11.50 / per learner
1001 - 2500
£9.50 / per learner
2501 - 5000
£7 / per learner
5000 - 10,000
£6 / per learner
10,000 +

Included Features

  • All courses in our catalogue
  • Our Learning Experience Platform ‘Astute’
  • New courses added regularly
  • Branded, downloadable posters
  • Customise Course Content for Your Team
  • 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.

The Importance of Customer Service Training

Customer service, whether good or bad, will leave a lasting impression on all customers. It’s in every organisation’s best interests to invest in the customer service skills of their employees.

Good quality customer service training gives staff a good grounding in the theory and practical aspects of providing great customer service and improves their skills in this vital area.


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

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.

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.

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.

If you have any feedback about our products please contact us at [email protected]

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