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Course Content

Customer Excellence for Frontline Staff

Course Overview

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On average this
course contributes
1 hours
towards your CPD

This course has been produced in partnership with Liquid Voice and is designed for those involved in improving customer service and implementing best practice across the business. The course will guide you through the various skills and techniques required to open a call professionally, manage the effective communication of a call and how to successfully handle objective callers. To assist with your learning there will be scenario based question and answer sessions, designed to put the knowledge gained into practice.

On completion of this course, you will have an understanding of the following topics in the context of the principles of customer excellence:

  • The skills and techniques required to open a call
  • The right way to record and respond to customer enquires
  • Difficult situations and how to handle customer objections

Course Details

Lesson Plan

Areas covered include:

  • Opening a call
    • First impressions
    • Rapport building
    • Instilling confidence
  • Record and respond
    • Identifying needs
    • Internal communication
    • Taking appropriate action
  • Objection handling
    • Maintaining composure
    • Getting the facts
    • Turning a negative into a positive

Target Audience

This module is targeted primarily at individuals working within the Social Housing sector.


With approximately 43 interactive screens, it is estimated that this module will take approximately 1 hour to complete (depending on learning speed). As an e-learning module you can complete this training in convenient stages and revisit whenever you wish. The system will record your progress throughout.


On completion of this course you will be able to print a Virtual College certificate.

CPD Accreditation

The content of this course has been independently certified as conforming to universally accepted Continuous Professional Development (CPD) guidelines

Entry Requirements

There are no specific entry requirements.

What our customers have said

Easy to pick up points and take in relevant and useful information.
31/03/2016 LE
The inclusion of the interactive videos allows for learners to develop and understand the content virtually and via alternative learning processes.
15/02/2016 DA
I have learn a lot on rapport building which I didn't have any idea what it was all about and found this module really useful.
25/01/2016 CM
Simple and easy to use, good that you can go back and revisit the modules to refresh your self, especially if you are unable to complete the course in one go
MB 19/08/2015
I like the fact that it gives you a chance to do a short quiz after every session
AW 14/04/2015
It was a good general insight to the essentials of customer service
AW 06/01/2015
I thought the phone call scenarios were very helpful. This will be useful for me when applying for vacancies in the near future
SD 14/07/2014
I did find the system and module very informative and it has given me a better understanding of customer service and call handling. This course will definitely help me to progress in customer service/call handling in my future job role
ES 14/10/2013
Liked the opportunity to turn off speaker and continue to work without disturbing colleagues
MV 20/06/2013

Cost and Discounts

£30 + VAT - This cost is for a single user.

Discounts are available for multiple users (10 or more) for more information please contact, or telephone Sales on 01943 885085.

How it Works

The information below is specific to this particular course. If you would like a more general guide to how our purchasing and learning works please visit the Four Easy Steps page which should tell you all you need to know.

Alternatively; if you have a specific question or concern why not contact us directly ?


This is an online course, all the training will be taken through your browser window. There will be no face-to-face sessions with instructors nor will you receive any training material through the post. If you wish you may print out any page of the training material, and may also print the notes you took during the training.

You can also revisit the training material at any time, even after you have completed the course.


The material for this course has been broken down into several smaller lessons, each lesson dealing with a specific area of the overall subject.

The lesson consist of a series of pages in which an instructor will talk you through the lesson material at a pace that suits you. Pages may also include supporting pictures, graphs, animation or extra sounds to help with the learning where appropriate. Some lessons will include challenges/quizzes to help you keep in touch and interested in the material.

Lessons can be taken in any order and each lesson may be PAUSED and RESUMED at any stage. When all lessons in the course have been completed our system will realise and automatically record that you have successfully completed the course


This course is delivered fully online allowing you to learn at your own pace, however an average duration would be 1 hours.

Buy It Now

Click Here buy this course

If you would like to buy this course now please enter details of the learner to be enrolled on the course.

When you click "Submit" you will be transferred to our secure payment system (provided by WorldPay) where you will be able to enter your credit or debit card details.

Start Your Training Today

Once the payment has been accepted you will immediately be allocated an account in our Training Management System, and you will be able start your training right away.

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