Spoken English & Communication
Customer Communication Skills
Handle customers professionally
S
Skill Sakhi InstructorCourse instructor
About this course
Learn customer needs analysis, listening, questioning, professional conversation, complaint handling, difficult customers, service recovery and retention.
Course curriculum · 10 modules · 50 lessons · 15 hours
Customer Service Fundamentals 5 lessons
Career, Business and Practical Applications
Introduction to Customer Service
Understanding the Scope of Customer Service
Key Terms and Core Concepts
Tools, Materials and Setup
Understanding Customer Needs 5 lessons
Introduction to Understanding Customer Needs
Understanding the Target Audience
Strategy and Planning
Execution Workflow and Communication
Metrics, Optimization and Best Practices
Listening & Questioning 5 lessons
Introduction to Listening & Questioning
Vocabulary, Structure and Techniques
Listening and Response Practice
Role Play and Real-Life Practice
Feedback, Correction and Confidence Building
Professional Greetings & Conversation Flow 5 lessons
Introduction to Professional Greetings & Conversation Flow
Vocabulary, Structure and Techniques
Listening and Response Practice
Role Play and Real-Life Practice
Feedback, Correction and Confidence Building
Handling Complaints 5 lessons
Introduction to Handling Complaints
Tools and Use Cases
Prompt or Workflow Design
Hands-On Practical Exercise
Quality Control, Safety and Best Practices
Difficult Customer Management 5 lessons
Introduction to Difficult Customer Management
Understanding the Target Audience
Strategy and Planning
Execution Workflow and Communication
Metrics, Optimization and Best Practices
Service Recovery & Escalation 5 lessons
Introduction to Service Recovery & Escalation
Key Concepts and Terminology
Tools, Materials and Preparation
Step-by-Step Practical Workflow
Best Practices, Common Mistakes and Troubleshooting
Follow-Up & Customer Retention 5 lessons
Introduction to Follow-Up & Customer Retention
Understanding the Target Audience
Strategy and Planning
Execution Workflow and Communication
Metrics, Optimization and Best Practices
Customer Role Play Practice 5 lessons
Introduction to Customer Role Play Practice
Understanding the Target Audience
Strategy and Planning
Execution Workflow and Communication
Metrics, Optimization and Best Practices
Final Service Assessment 5 lessons
Project Brief: Final Service Assessment
Planning the Final Service Assessment
Practical Execution
Quality Checklist and Self-Review
Presentation, Feedback and Assessment
Your instructor
S
Skill Sakhi Instructor
Mentor at Skill Sakhi — practical, career-focused teaching.
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Frequently asked questions
Are the classes live or recorded?
Courses include on-demand recorded lessons you can access anytime, along with live sessions and mentor support where applicable.
Will I get a certificate?
Yes — you receive a verifiable certificate of completion you can share on LinkedIn and your resume.
How long do I have access?
You get lifetime access to all course content, including any future updates added by the instructor.
Can I get a refund?
Please see our refund policy on the terms page, or contact support about your enrollment.