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1 Year Access 
Intermediate
9 Students 
7 hours, 52 minutes 
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Customer Service Agent course is designed to build strong customer support and communication skills required in modern call center environments. It focuses on CRM system understanding, service quality, and customer satisfaction. Learners develop active listening and problem solving abilities to manage customer interactions effectively while improving overall communication and professional service delivery.
This Customer Service Agent curriculum covers CRM fundamentals, CRM strategies, and database management to enhance efficient customer support operations. Students learn complaint handling, conflict resolution, and communication strategies essential for service quality. The program strengthens active listening and problem solving skills to ensure consistent customer satisfaction in call center environments.
Graduates of the Customer Service Agent course gain expertise in CRM systems, communication skill development, and time management for efficient service delivery. Training includes building rapport over the phone, managing tough callers, and essential supervision skills. This ensures improved customer satisfaction, effective problem solving, and high-quality customer support performance across modern service industries.
Learners can complete a mock exam to practice and assess their understanding before taking the final exam. The final multiple-choice exam is automatically marked, and learners must achieve at least 60% to pass. Successful learners receive a CPD-certified certificate.
After completing the Customer Service Agent course assessment, you will be eligible to receive a Free CPD-accredited certificate worth £9 from One Education to demonstrate your achievement.
The certificate is also available as a printed hard copy delivered by post for £15.
Studying for a Customer Service Agent role builds strong communication, problem-solving, and interpersonal skills needed to handle customer enquiries effectively. It focuses on delivering positive service experiences, managing complaints, and ensuring customer satisfaction across various industries and service environments.
This course enhances career prospects in retail, hospitality, and contact centres by developing professionalism and adaptability. It equips individuals to handle diverse customer needs confidently while maintaining service standards that support business reputation and growth.
The Customer Service Agent course has a total study time of 7 hours and 52 minutes. Learners can complete the programme at a flexible pace, allowing them to study in focused sessions that fit conveniently around their personal schedule and commitments.
Requirements for the Customer Service Agent course are simple and suitable for beginners entering client-facing roles. A basic understanding of communication, problem-solving, and teamwork is helpful. No prior experience is required, and the course is fully online with flexible, self-paced study options from any internet-enabled device.
A customer service agent assists customers by answering queries and resolving issues.
It is ideal for beginners or anyone interested in customer support roles.
You will learn communication, problem-solving, and customer handling skills.
No experience is required, though good communication skills are helpful.
It helps develop skills for customer service and support-related roles.
| Module 01: Introduction to Customer Relationship Management (CRM) | |||
| Introduction to Customer Relationship Management (CRM) | 00:22:00 | ||
| Module 02: CRM Fundamentals | |||
| CRM Fundamentals | 00:22:00 | ||
| Module 03: CRM Strategies | |||
| CRM Strategies | 00:33:00 | ||
| Module 04: CRM Databases | |||
| CRM Databases | 00:21:00 | ||
| Module 05: Deepening Customer Relationship | |||
| Deepening Customer Relationship | 00:23:00 | ||
| Module 06: Handling Customer Complaints | |||
| Handling Customer Complaints | 00:22:00 | ||
| Module 07: Introduction to Customer Service | |||
| Introduction to Customer Service | 00:23:00 | ||
| Module 08: What’s Different about Good Customer Service? | |||
| What’s Different about Good Customer Service? | 00:12:00 | ||
| Module 09: Customer Service Communication Strategies | |||
| Customer Service Communication Strategies | 00:24:00 | ||
| Module 10: Building Rapport Over the Phone | |||
| Building Rapport Over the Phone | 00:24:00 | ||
| Module 11: Active Listening and Managing Tough Callers | |||
| Active Listening and Managing Tough Callers | 00:28:00 | ||
| Module 12: Problem Solving over the Phone | |||
| Problem Solving over the Phone | 01:04:00 | ||
| Module 13: Time Management | |||
| Time Management | 00:35:00 | ||
| Module 14: Record Keeping and Filing Systems | |||
| Record Keeping and Filing Systems | 00:28:00 | ||
| Module 15: Essential Skills in Supervision | |||
| Essential Skills in Supervision | 00:29:00 | ||
| Module 16: Communication Skill Development | |||
| Communication Skill Development | 00:22:00 | ||
| Mock Exam | |||
| Mock Exam – Customer Service Agent | 00:20:00 | ||
| Final Exam | |||
| Final Exam – Customer Service Agent | 00:20:00 | ||
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