Customer Service & Customer Experience
Give service people remember for the right reasons: read what customers expect, handle complaints and difficult moments well, and keep every channel consistent.
What you'll learn
- Explain how customer service and customer experience differ, and why both affect revenue, reputation and public trust
- Map a customer's path through your organisation and pick out the moments of truth that shape their opinion
- Set and keep simple service standards for greetings, response times and first impressions
- Use active listening, empathy and positive language face to face, on the phone and in writing
- Handle complaints with the LEARN recovery model and stay calm and safe with difficult customers
- Serve persons with disabilities, older customers and people with different language and literacy needs with dignity
- Respond professionally on WhatsApp, email and social media, and follow through on every promise
- Read basic customer experience measures such as NPS, CSAT and complaints data and use them to improve service
Who this course is for
- Front-line staff in banks, telecoms, hospitals, shops, hotels, utilities and service companies
- Public servants at counters, call centres and client service units in MDAs and MMDAs
- Supervisors and team leaders who set service standards and handle escalated complaints
- Back-office staff whose work reaches customers through colleagues, letters or systems
- Small business owners and their staff who want repeat customers and good referrals
Course content
6 sections · 28 lessons · 3h 58mStart here 3 lessons · 14 min
Module 1: Why customer experience matters 5 lessons · 41 min
Module 2: First impressions, service standards and communication 6 lessons · 47 min
Module 3: Complaints, difficult customers and diverse needs 5 lessons · 50 min
Module 4: Digital channels, follow-through and measuring service 5 lessons · 44 min
Final module: Your service plan and final assessment 4 lessons · 42 min
Before you start
- No previous training needed; the course suits new and experienced staff
- A phone, tablet or computer with internet access
- About three and a half to four hours, which you can spread over a week
- A notebook, or a notes app, to record ideas for your own workplace
About this course
Customers rarely leave because of one big disaster. They leave after a run of small disappointments: a phone that rings out, a WhatsApp message read and ignored for two days, a counter officer who says 'that is not my department' and turns back to her screen. Each one costs your organisation money, reputation or public trust, and most of them could have been avoided by the person on duty that day.
This course is for every member of staff who serves customers, whether you work at a bank in Kumasi, a hospital records desk in Tamale, a utility office in Tema or a Municipal Assembly in Ho. It works for company staff and public servants alike, because a customer is anyone who depends on you to get something done, including a colleague in another unit.
You will learn why customer experience matters, what customers really expect, and where the moments of truth sit along their path through your organisation. You will practise the language of good service: listening, empathy, positive wording and the right tone on the phone and in writing. You will use a clear recovery model to turn complaints around, stay steady with difficult customers, and serve persons with disabilities and people with different needs with dignity. You will also cover WhatsApp, email and social media, follow-through, and simple measures such as NPS and CSAT.
Everything is practical and set in Ghanaian workplaces. You will spot the problems in a real-looking WhatsApp reply, work out an NPS score from raw numbers, and make decisions in a branching story with an angry customer. You finish with a personal service plan you can start using on your next shift.
Your instructor
SkillsPillar Faculty
Practitioners and trainers in strategy, public service, enterprise and workplace compliance
SkillsPillar courses are written by practitioners who have trained graduates, managers, public servants and business owners across Ghana. Every course is built around real situations, practical tools and activities that test judgement, not memory.
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Frequently asked
How do I pay for a course?
Pay securely with MTN MoMo, Telecel Cash, AT Money, Visa or Mastercard through Hubtel. You get access straight after payment.
How long do I have access?
For life. Once you enrol, the course stays in your account and you can learn at your own pace, including any updates we make.
Do I get a certificate?
Yes. Finish every lesson in a course and a certificate is issued automatically. Each one has a QR code and a public link employers can use to check it.
Can I learn on my phone?
Yes. Everything works on a phone, tablet or computer, and your progress follows you between devices.
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