Global
Many organizations struggle with inconsistent customer experiences, unhappy customers, stressed employees, missed improvement opportunities, and potential damage to their brand.
A key reason for this is that, across many organizations, customer service depends heavily on individual personalities rather than clear standards, shared understanding, and repeatable processes.
This course addresses this challenge by equipping employees with the mindset, skills, and tools needed to meet customer expectations, communicate effectively, handle difficult situations confidently, and solve customer problems in a structured, reliable way.
Participants will learn the six critical elements of customer service excellence—from service focus and standards, to employee behaviour, problem solving, measurement, and reinforcement—and how these elements work together to improve customer satisfaction, reduce complaints, and strengthen long-term customer relationships.
Through real-world scenarios, practical techniques, and personal reflection, participants will immediately apply what they learn in their daily interactions with customers, colleagues, and stakeholders—delivering consistent, professional, customer-focused service that boosts retention, referrals, and revenue.
Course Objectives
After completing this course, participants will be able to:
Course Outline
Session 1: Course Overview
Session 2: What is Customer Service?
Session 3: The First Critical Element - A Customer Service Focus
Session 4: Who Are Your Customers?
Session 5: Meeting Expectations
Session 6: Pre-Assignment Review
Session 7: Setting Goals
Session 8: The Second Critical Element – Defined in Your Organization
Session 9: The Third Critical Element – Given Life by the Employees
Session 10: Communication Skills
Session 11: Telephone Techniques
Session 12: Dealing With Difficult Customers
Session 13: Dealing With Challenges Assertively
Session 14: Dealing With Difficult People
Session 15: The Fourth Critical Element – Be a Problem Solver
Session 16: Seven Steps to Customer Problem Solving
Session 17: The Fifth Critical Element – Measure It
Session 18: The Sixth Critical Element – Reinforce It
Session 19: Dealing With Stress
Session 20: A Personal Action Plan
The LearnSmart Advantage
Flexible, Participant-Paced Learning
All LearnSmart courses are delivered online through our interactive learning platform, allowing participants to learn wherever and whenever it is convenient.
Using the unique login details we provide, participants simply access the course through their web browser on a computer, smartphone, or tablet – no special software installation required.
Because every participant learns differently, each person controls their own pace. They can pause, reflect, revisit previous lessons, and continue exactly where they stopped. Progress is automatically saved, making learning convenient even for busy professionals.
Most participants complete their training within one week, although they have 30 days of access (extendable where necessary).
Designed for Better Learning
LearnSmart courses are carefully designed to maximize understanding, participation, and long-term retention – not simply content consumption.
Throughout each course, participants actively engage with practical questions, exercises, knowledge checks, and interactive learning activities that reinforce understanding as they progress.
Unlike traditional classroom sessions where learning must keep pace with the facilitator, LearnSmart allows every participant to spend more time on concepts they find challenging while moving quickly through familiar areas. This flexibility leads to deeper understanding, stronger retention, and greater confidence in applying new knowledge on the job.
For the best learning experience, we recommend completing the course in shorter learning sessions spread over several days rather than trying to finish everything in one sitting.
Learning Management & Participant Support
Learning does not end after enrollment.
Our team stays in touch with participants throughout their learning journey, providing reminders, encouragement, and support until they complete their course. This proactive approach contributes to our consistently high course completion rates.
Organizational Progress Reports
For organizations enrolling employees, we provide periodic training reports until all participants complete their courses.
Each report includes:
This enables managers and HR teams to monitor participation and completion without additional administrative effort.
Knowledge Application Aid (KAA)
Training creates value only when learning is applied.
To help organizations achieve this, LearnSmart provides exclusive access to its proprietary Knowledge Application Aid (KAA) at no additional cost for organizations enrolling employees.
The Knowledge Application Aid (KAA) is LearnSmart's practical workplace reinforcement tool that helps managers encourage the application of learning on the job, sustain behaviour change, and maximize the business impact of training long after the course has been completed.
Certificate of Training
Participants who successfully complete the course receive a LearnSmart Certificate of Training.
Included with Every Course
Every enrollment includes:
How to Get Started
Choose the enrollment option that best suits your needs.
Option 1 – For Organizations
This option is ideal for organizations enrolling one or more employees.
Email the following information to staffelearning@learnsmart.com.ng:
Once we receive these details, we will:
Throughout the training period, your organization will receive periodic progress reports showing each participant's learning progress, assessment score, total learning time, and latest course activity.
Option 2 – Individual Enrollment (Bank Transfer)
If you are purchasing the course for yourself, simply pay the course fee into any of the bank accounts below and notify us via enroll@learnsmart.com.ng.
Once payment is confirmed, we will:
Bank Account Details
Account Name: Learnsmart Workforce Development Limited
Zenith Bank: 1311962564
Access Bank: 1986300410
Option 3 – Individual Enrollment (Online Payment)
Click the "Enroll For This Course" button on this page.
You will be taken through our secure checkout process where you can pay online using your ATM card.
Once your payment is successful, we are automatically notified, after which we will:
We look forward to welcoming you to LearnSmart and supporting you throughout your learning journey.
Many organizations struggle with inconsistent customer experiences, unhappy customers, stressed employees, missed improvement opportunities, and potential damage to their brand.
A key reason for this is that, across many organizations, customer service depends heavily on individual personalities rather than clear standards, shared understanding, and repeatable processes.
This course addresses this challenge by equipping employees with the mindset, skills, and tools needed to meet customer expectations, communicate effectively, handle difficult situations confidently, and solve customer problems in a structured, reliable way.
Participants will learn the six critical elements of customer service excellence—from service focus and standards, to employee behaviour, problem solving, measurement, and reinforcement—and how these elements work together to improve customer satisfaction, reduce complaints, and strengthen long-term customer relationships.
Through real-world scenarios, practical techniques, and personal reflection, participants will immediately apply what they learn in their daily interactions with customers, colleagues, and stakeholders—delivering consistent, professional, customer-focused service that boosts retention, referrals, and revenue.
Course Objectives
After completing this course, participants will be able to:
Course Outline
Session 1: Course Overview
Session 2: What is Customer Service?
Session 3: The First Critical Element - A Customer Service Focus
Session 4: Who Are Your Customers?
Session 5: Meeting Expectations
Session 6: Pre-Assignment Review
Session 7: Setting Goals
Session 8: The Second Critical Element – Defined in Your Organization
Session 9: The Third Critical Element – Given Life by the Employees
Session 10: Communication Skills
Session 11: Telephone Techniques
Session 12: Dealing With Difficult Customers
Session 13: Dealing With Challenges Assertively
Session 14: Dealing With Difficult People
Session 15: The Fourth Critical Element – Be a Problem Solver
Session 16: Seven Steps to Customer Problem Solving
Session 17: The Fifth Critical Element – Measure It
Session 18: The Sixth Critical Element – Reinforce It
Session 19: Dealing With Stress
Session 20: A Personal Action Plan
The LearnSmart Advantage
Flexible, Participant-Paced Learning
All LearnSmart courses are delivered online through our interactive learning platform, allowing participants to learn wherever and whenever it is convenient.
Using the unique login details we provide, participants simply access the course through their web browser on a computer, smartphone, or tablet – no special software installation required.
Because every participant learns differently, each person controls their own pace. They can pause, reflect, revisit previous lessons, and continue exactly where they stopped. Progress is automatically saved, making learning convenient even for busy professionals.
Most participants complete their training within one week, although they have 30 days of access (extendable where necessary).
Designed for Better Learning
LearnSmart courses are carefully designed to maximize understanding, participation, and long-term retention – not simply content consumption.
Throughout each course, participants actively engage with practical questions, exercises, knowledge checks, and interactive learning activities that reinforce understanding as they progress.
Unlike traditional classroom sessions where learning must keep pace with the facilitator, LearnSmart allows every participant to spend more time on concepts they find challenging while moving quickly through familiar areas. This flexibility leads to deeper understanding, stronger retention, and greater confidence in applying new knowledge on the job.
For the best learning experience, we recommend completing the course in shorter learning sessions spread over several days rather than trying to finish everything in one sitting.
Learning Management & Participant Support
Learning does not end after enrollment.
Our team stays in touch with participants throughout their learning journey, providing reminders, encouragement, and support until they complete their course. This proactive approach contributes to our consistently high course completion rates.
Organizational Progress Reports
For organizations enrolling employees, we provide periodic training reports until all participants complete their courses.
Each report includes:
This enables managers and HR teams to monitor participation and completion without additional administrative effort.
Knowledge Application Aid (KAA)
Training creates value only when learning is applied.
To help organizations achieve this, LearnSmart provides exclusive access to its proprietary Knowledge Application Aid (KAA) at no additional cost for organizations enrolling employees.
The Knowledge Application Aid (KAA) is LearnSmart's practical workplace reinforcement tool that helps managers encourage the application of learning on the job, sustain behaviour change, and maximize the business impact of training long after the course has been completed.
Certificate of Training
Participants who successfully complete the course receive a LearnSmart Certificate of Training.
Included with Every Course
Every enrollment includes:
How to Get Started
Choose the enrollment option that best suits your needs.
Option 1 – For Organizations
This option is ideal for organizations enrolling one or more employees.
Email the following information to staffelearning@learnsmart.com.ng:
Once we receive these details, we will:
Throughout the training period, your organization will receive periodic progress reports showing each participant's learning progress, assessment score, total learning time, and latest course activity.
Option 2 – Individual Enrollment (Bank Transfer)
If you are purchasing the course for yourself, simply pay the course fee into any of the bank accounts below and notify us via enroll@learnsmart.com.ng.
Once payment is confirmed, we will:
Bank Account Details
Account Name: Learnsmart Workforce Development Limited
Zenith Bank: 1311962564
Access Bank: 1986300410
Option 3 – Individual Enrollment (Online Payment)
Click the "Enroll For This Course" button on this page.
You will be taken through our secure checkout process where you can pay online using your ATM card.
Once your payment is successful, we are automatically notified, after which we will:
We look forward to welcoming you to LearnSmart and supporting you throughout your learning journey.
