Customer Service Training courses and introductions to the Customer Service Excellence standard at the University of London International Programmes.

This course is designed to introduce the Customer Service Excellence standard to University of London Worldwide (UoLW) staff.

This course provides the next level of training towards the UoL Worldwide Customer Service Excellence programme.  

  • Welcome & recap of CSE Standard/Introduction to CSE
  • Methods for Improving Customer Service:
  • Verbal Greetings (face-to-face, online & via telephony)
  • Putting on hold/transferring
  • Listening to our Customers
  • Sympathy vs Empathy
  • Tone, Language & Jargon
  • Dealing with Frustrated/Angry Customers (De-escalation)
  • Customer Service Models