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Customer Service Skills Certificate

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Fundamentally, the 3 important tenants of customer service center around three “p's: professionalism, patience, and a “people-first” attitude. Although customer service is unique  from customer to customer, as long as you're following these guidelines, you're on the right track. The customer service certificate is overseen by PWEN Founder Sharise L. Erby, MHA who has over 30 years of customer service experience in the food industry, managing call centers, operation teams, non-profit industry, and small businesses. As you position yourself to be a Master of Customer Service, NLEAD's Customer Service Skills program will take you and your customer service to the next level.

Hone Your Customer Service Skills!

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Each and every one of us serves customers, whether we realize it or not. Maybe you're on the front lines of a company, serving the people who buy your products. Perhaps you're an accountant, serving the employees by producing their pay checks and keeping the company running. Or maybe you're a company owner, serving your staff and your customers.

Good customer service just won't cut it anymore, outstanding customer service is your unique proposition. Customer service is the support you offer your customers both before, during, and after they buy and use your services or products that helps them have a smooth and enjoyable experience or your internal customers. Supporting your customers is more than just providing answers; it's an invaluable part of the promise your brand makes to its customers. 

The Customer Service courses will look at all types of customers and how we can serve them better and improve ourselves in the process. We love creating interactive e-learning courses that are fun to take, are easy to understand, and teach skills that can be applied right away. 

What to Expect and Next Steps

Earn your Customer Service Skills Certificate in just two weeks via our eLearning training environment, you will take nine courses, which take approximately one hour each to complete - NINE total hours!


After your enrollment (within 24 hrs.) you will receive an email with your user name and password, all courses are self-paced so you can complete your coursework based on your available time and then return to pick up right where you left off. 

If you are ready to get started click the Enroll button and CONGRATULATIONS on your journey to earning your NLEAD Customer Service Skills Certificate.

*PWEN Partners receive a 50% discount on enrollment fees.

Coursework  and Sample Course Outlines

Business Etiquette *Communication Strategies *Conflict Resolution *Customer Services *Customer Support *Emotional Intelligence *Handling a Difficult Customer *Stress Management *Telephone Etiquette

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Sample Course Outlines

Customer Service

Module One: Getting Started

  • Icebreaker

  • Housekeeping Items

  • The Parking Lot

  • Workshop Objectives

Module Two: Who We Are and What We Do

  • Who Are Customers? (internal/external)

  • What is Customer Service?

  • Who Are Customer Service Providers?

Module Three: Establishing Your Attitude

  • Appearance Counts!

  • The Power of a Smile

  • Staying Energized

  • Staying Positive

Module Four: Identifying and Addressing Their Needs

  • Understanding the Customer's Problem

  • Staying Outside the Box

  • Meeting Basic Needs

  • Going the Extra Mile

Module Five: Generating Return Business

  • Following Up

  • Addressing Complaints

  • Turning Difficult Customers Around

Module Six: In-Person Customer Service

  • Dealing With At-Your-Desk Requests

  • The Advantages and Disadvantages of In-Person Communication

  • Using Body Language to Your Advantage

Module Seven: Giving Customer Service over the Phone

  • The Advantages and Disadvantages of Telephone Communication

  • Telephone Etiquette

  • Tips and Tricks

Module Eight: Providing Electronic Customer Service

  • The Advantages and Disadvantages of Electronic Communication

  • Understanding Netiquette

  • Tips and Tricks

  • Examples: Chat or e-mail

Module Nine: Recovering Difficult Customers

  • De-Escalating Anger

  • Establishing Common Ground

  • Setting Your Limits

  • Managing Your Own Emotions

Module Ten: Understanding When to Escalate

  • Dealing with Vulgarity

  • Coping with Insults

  • Dealing with Legal and Physical Threats

Module Eleven: Ten Things You Can Do To WOW Every Time

  • Ten Tips

Module Twelve: Wrapping Up

  • Words from the Wise

  • Review of Parking Lot

  • Lessons Learned

  • Completion of Action Plans and Evaluations

Emotional Intelligence

Module One: Getting Started

  • Icebreaker

  • Housekeeping Items

  • The Parking Lot

  • Workshop Objectives

Module Two: What is Emotional Intelligence

  • Self Management

  • Self Awareness

  • Self Regulation

  • Self Motivation

  • Empathy

Module Three: Four Skills in Emotional Intelligence

  • How to Accurately Perceive Emotions

  • Use Emotions to Facilitate Thinking

  • Understand Emotional Meanings

  • Manage Emotions

Module Four: Verbal Communication Skills

  • Focused Listening

  • Asking Questions

  • Communicating with Flexibility and Authenticity

Module Five: Non-Verbal Communication Skills

  • Body Language

  • The Signals You Send to Others

  • It's Not What You Say, It's How You Say It

Module Six: Social Management and Responsibility

  • Benefits of Emotional Intelligence

  • Articulate your Emotions Using Language.

Module Seven: Tools to Regulate Your Emotions

  • Seeing the Other Side

  • Self Management and Self Awareness

  • Giving in Without Giving Up

Module Eight: Gaining Control

  • Using Coping Thoughts

  • Using Relaxation Techniques

  • Bringing it All Together

Module Nine: Business Practices (I)

  • Understand Emotions and How to Manage Them in the Workplace

  • Role of Emotional Intelligence at Work

  • Disagreeing Constructively

Module Ten: Business Practices (II)

  • Optimism

  • Pessimism

  • The Balance Between Optimism & Pessimism

Module Eleven: Making an Impact

  • Creating a Powerful First Impression

  • Assessing a Situation

  • Being Zealous without Being Offensive

Module Twelve: Wrapping Up

  • Words from the Wise

  • Review of Parking Lot

  • Lessons Learned

  • Completion of Action Plans and Evaluations

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