{"id":50129,"date":"2026-11-01T14:37:20","date_gmt":"2026-11-01T18:37:20","guid":{"rendered":"https:\/\/challenge-action.com\/formations\/customer-service-course\/"},"modified":"2026-11-01T14:48:49","modified_gmt":"2026-11-01T18:48:49","slug":"customer-service-course","status":"publish","type":"formations","link":"https:\/\/challenge-action.com\/en\/courses\/customer-service-course\/","title":{"rendered":"Customer service course"},"content":{"rendered":"<section class=\"pca-formation-hero pca-formation-hero--has-image alignfull wp-block-acf-formation-hero\"\t\t\tstyle=\"--pca-formation-hero-image: url('https:\/\/challenge-action.com\/wp-content\/uploads\/2021\/09\/pexels-pavel-danilyuk-6812435-768x512.jpg');\"\n\t>\n\t<div class=\"pca-formation-hero__overlay\" aria-hidden=\"true\"><\/div>\n\t<div class=\"pca-block-container pca-block-container--wide pca-formation-hero__layout\">\n\t\t<div class=\"pca-formation-hero__card\">\n\t\t\t\t\t\t\t<p class=\"pca-formation-hero__eyebrow\">Customer service<\/p>\n\t\t\t\n\t\t\t\t\t\t\t<h1 class=\"pca-formation-hero__title\">Customer service course<\/h1>\n\t\t\t\n\t\t\t\t\t\t\t<p class=\"pca-formation-hero__lead\">This online customer service course gives anyone in contact with customers the steps and best techniques for delivering exceptional service. Take it at your own pace, from the location of your choice.<\/p>\n\t\t\t\n\t\t\t<div class=\"pca-formation-hero__editorial pca-prose pca-prose--formation-hero is-layout-flow\">\n\t\t\t\t<div class=\"acf-innerblocks-container\"><\/div>\n\t\t\t<\/div>\n\n\t\t\t<div\n\t\t\t\tclass=\"pca-formation-hero__checkout-status\"\n\t\t\t\tdata-pca-checkout-status\n\t\t\t\thidden\n\t\t\t\taria-live=\"polite\"\n\t\t\t><\/div>\n\n\t\t\t<div class=\"pca-formation-hero__actions\">\n\t\t\t\t\t\t\t\t\t<button\n\t\t\t\t\t\ttype=\"button\"\n\t\t\t\t\t\tclass=\"pca-button pca-button--primary pca-cta pca-formation-hero__buy\"\n\t\t\t\t\t\tdata-formation-id=\"50129\"\n\t\t\t\t\t>\n\t\t\t\t\t\t<span>Start the online course<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"pca-cta__price\">$65.00<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<svg class=\"pca-cta__arrow\" viewBox=\"0 0 20 20\" aria-hidden=\"true\" focusable=\"false\"><path fill=\"currentColor\" d=\"M11.3 4.3a1 1 0 0 1 1.4 0l5 5a1 1 0 0 1 0 1.4l-5 5a1 1 0 1 1-1.4-1.4l3.29-3.3H3a1 1 0 1 1 0-2h11.59l-3.3-3.3a1 1 0 0 1 0-1.4z\"\/><\/svg>\n\t\t\t\t\t<\/button>\n\t\t\t\t\n\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t<p class=\"pca-cta-trust\">\n\t\t\t\t\t<svg viewBox=\"0 0 20 20\" aria-hidden=\"true\" focusable=\"false\"><path fill=\"currentColor\" d=\"M10 2a4 4 0 0 0-4 4v2H5a1 1 0 0 0-1 1v8a1 1 0 0 0 1 1h10a1 1 0 0 0 1-1V9a1 1 0 0 0-1-1h-1V6a4 4 0 0 0-4-4zm-2 6V6a2 2 0 1 1 4 0v2H8z\"\/><\/svg>\n\t\t\t\t\tSecure payment by Stripe\t\t\t\t<\/p>\n\t\t\t\t\t<\/div>\n\t<\/div>\n<\/section>\n\n\n\n<div class=\"wp-block-group pca-formation-intro is-layout-flow wp-block-group-is-layout-flow\">\n<h2 class=\"wp-block-heading\">An online customer service course for exceptional service<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">This customer service course gives anyone in contact with customers the steps and best techniques for delivering exceptional service and a memorable customer experience: preparation, contact, discovering needs, rephrasing, the solution, objections and complaints, conclusion and follow-up, with practical exercises on real service videos. You take it online, at your own pace.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Looking for another course? See our course on <a href=\"\/en\/courses\/how-to-manage-difficult-customers\/\">how to manage difficult customers<\/a> and our <a href=\"\/en\/courses\/sales-course\/\">sales course<\/a>, or read our <a href=\"\/en\/blog\/\">expert guides<\/a>.<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-group pca-formation-tabs has-contrast-alt-background-color has-background has-global-padding is-layout-constrained wp-block-group-is-layout-constrained\"><section class=\"pca-formation-content alignfull wp-block-acf-contenu-formation\">\n\t<div class=\"pca-block-container pca-block-container--wide\">\n\t\t<div class=\"pca-formation-content__layout\">\n\t\t\t<div class=\"pca-formation-content__main pca-prose pca-prose--formation is-layout-flow\">\n\t\t\t\t<div class=\"acf-innerblocks-container\">\n\n<h2 class=\"wp-block-heading\">The online customer service course<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">This online course on customer service should be taken by anyone in contact with customers, as it provides you with the steps and best techniques for delivering exceptional service and a memorable customer experience. You take it at your own pace, from the location of your choice.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The videos in this customer service course are approximately 2 hours long. You can review them as often as desired. You also have access to a course plan with hyperlinks for further exploration of certain concepts, PDF content, and a quiz to evaluate your knowledge. This course corresponds to a 2-day in-person training.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Why Customer Service<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Why good customer service<\/li>\n\n\n<li>Customers compare more than before<\/li>\n\n\n<li>A complaining customer tells many people<\/li>\n\n\n<li>The inverted pyramid<\/li>\n\n\n<li>Everyone is a customer to everyone<\/li>\n\n\n<li>The two dimensions of customer service<\/li>\n\n\n<li>The role of the service agent: <a href=\"\/en\/sales-and-customer-service-the-same-thing\/\">serve and sell<\/a><\/li>\n\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">How to Satisfy a Customer<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Definition of customer service: gap between expectation and perception<\/li>\n\n\n<li>Amaze the customer<\/li>\n\n\n<li>The HTH system<\/li>\n\n\n<li>The <a href=\"\/en\/sos-sales-technique\/\">SOS system<\/a><\/li>\n\n\n<li>Customer motivations<\/li>\n\n\n<li>Customer promise<\/li>\n\n\n<li>Organizational measures<\/li>\n\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">Stages of Customer Service<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>The stages<\/li>\n\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">Preparation<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Daily preparation<\/li>\n\n\n<li>Material preparation<\/li>\n\n\n<li>Mental preparation<\/li>\n\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">Contacting<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Initial contact or reception<\/li>\n\n\n<li>How to make contact<\/li>\n\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">Discovering Customer Needs<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Discover customer expectations and empathy<\/li>\n\n\n<li>The SOS discovery<\/li>\n\n\n<li>How to listen<\/li>\n\n\n<li>Active listening<\/li>\n\n\n<li>Alternating questions<\/li>\n\n\n<li>What to avoid<\/li>\n\n\n<li>Control the length of contact<\/li>\n\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">Rephrasing<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li><a href=\"\/en\/sales-reformulation\/\">Rephrase<\/a><\/li>\n\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">The Solution<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Solution: inform<\/li>\n\n\n<li>Solution: advise<\/li>\n\n\n<li>Persuade with choices<\/li>\n\n\n<li>Expressions<\/li>\n\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">Objections \u2013 Complaints \u2013 Attacks<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Difficult cases<\/li>\n\n\n<li>Complaint<\/li>\n\n\n<li>Objections<\/li>\n\n\n<li><a href=\"\/en\/how-to-respond-to-objections\/\">Techniques for responding to objections<\/a><\/li>\n\n\n<li>Aggressive customer<\/li>\n\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">Conclusion and Follow-up<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Conclusion of contact<\/li>\n\n\n<li>Follow-up<\/li>\n\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">Practical Work<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Video of a service, what do you think?<\/li>\n\n\n<li>Errors by stage: initial contact (see <a href=\"\/en\/the-worst-customer-service-practices\/\">the worst customer service practices<\/a>)<\/li>\n\n\n<li>Discovery errors<\/li>\n\n\n<li>Solution errors<\/li>\n\n\n<li>Conclusion errors<\/li>\n\n\n<li>Video of another service, what do you think?<\/li>\n\n\n<li>Preparation<\/li>\n\n\n<li>Initial contact<\/li>\n\n\n<li>Discovery<\/li>\n\n\n<li>Rephrasing<\/li>\n\n\n<li>Solution<\/li>\n\n\n<li>Objections<\/li>\n\n\n<li>Conclusion<\/li>\n\n\n<li>Follow-up<\/li>\n\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">Summary and Tools<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Aim for balanced results<\/li>\n\n\n<li>The stages<\/li>\n\n\n<li>The role of the service agent<\/li>\n\n\n<li>HTH technique<\/li>\n\n\n<li>SOS technique<\/li>\n\n\n<li>My service: what will I do and say<\/li>\n\n\n<li>In summary, good service<\/li>\n\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\"><a href=\"\/en\/customer-experience-customer-service-makes-the-difference\/\">Customer experience<\/a> involves impeccable customer service. To achieve this, certain key points must be respected: positive mental preparation, a warm welcome, treating each customer as unique, active listening, clear information, personalized solutions, validation of understanding, and follow-up. The challenge is to provide the most perfect service possible while serving multiple customers. Therefore, we present techniques to shorten the interaction smoothly while satisfying your interlocutor. Customer relations are an art and can be learned!<\/p>\n\n<\/div>\n\t\t\t<\/div>\n\n\t\t\t<aside class=\"pca-formation-content__aside\" aria-label=\"Course information\">\n\t\t\t\t\t\t\t\t\t<nav class=\"pca-formation-content__aside-card pca-formation-content__aside-card--nav\" aria-label=\"Contents\">\n\t\t\t\t\t\t<p class=\"pca-formation-content__aside-eyebrow\">Contents<\/p>\n\t\t\t\t\t\t<ol class=\"pca-formation-content__toc\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li>\n\t\t\t\t\t\t\t\t\t<a href=\"#the-online-customer-service-course\">\n\t\t\t\t\t\t\t\t\t\tThe online customer service course\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li>\n\t\t\t\t\t\t\t\t\t<a href=\"#why-customer-service\">\n\t\t\t\t\t\t\t\t\t\tWhy Customer Service\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li>\n\t\t\t\t\t\t\t\t\t<a href=\"#how-to-satisfy-a-customer\">\n\t\t\t\t\t\t\t\t\t\tHow to Satisfy a Customer\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li>\n\t\t\t\t\t\t\t\t\t<a href=\"#stages-of-customer-service\">\n\t\t\t\t\t\t\t\t\t\tStages of Customer Service\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li>\n\t\t\t\t\t\t\t\t\t<a href=\"#preparation\">\n\t\t\t\t\t\t\t\t\t\tPreparation\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li>\n\t\t\t\t\t\t\t\t\t<a href=\"#contacting\">\n\t\t\t\t\t\t\t\t\t\tContacting\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li>\n\t\t\t\t\t\t\t\t\t<a href=\"#discovering-customer-needs\">\n\t\t\t\t\t\t\t\t\t\tDiscovering Customer Needs\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li>\n\t\t\t\t\t\t\t\t\t<a href=\"#rephrasing\">\n\t\t\t\t\t\t\t\t\t\tRephrasing\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li>\n\t\t\t\t\t\t\t\t\t<a href=\"#the-solution\">\n\t\t\t\t\t\t\t\t\t\tThe Solution\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li>\n\t\t\t\t\t\t\t\t\t<a href=\"#objections-complaints-attacks\">\n\t\t\t\t\t\t\t\t\t\tObjections \u2013 Complaints \u2013 Attacks\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li>\n\t\t\t\t\t\t\t\t\t<a href=\"#conclusion-and-follow-up\">\n\t\t\t\t\t\t\t\t\t\tConclusion and Follow-up\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li>\n\t\t\t\t\t\t\t\t\t<a href=\"#practical-work\">\n\t\t\t\t\t\t\t\t\t\tPractical Work\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li>\n\t\t\t\t\t\t\t\t\t<a href=\"#summary-and-tools\">\n\t\t\t\t\t\t\t\t\t\tSummary and Tools\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/ol>\n\t\t\t\t\t<\/nav>\n\t\t\t\t\n\t\t\t\t\t\t\t\t<div class=\"pca-formation-content__aside-card pca-formation-content__aside-card--offer\">\n\t\t\t\t\t<p class=\"pca-formation-content__aside-eyebrow\">Online course<\/p>\n\n\t\t\t\t\t\t\t\t\t\t\t<p class=\"pca-formation-content__aside-price\">$65.00<\/p>\n\t\t\t\t\t\t<p class=\"pca-formation-content__aside-lead\">\n\t\t\t\t\t\t\tLearn at your own pace, wherever and whenever you want.\t\t\t\t\t\t<\/p>\n\t\t\t\t\t\n\t\t\t\t\t<div\n\t\t\t\t\t\tclass=\"pca-formation-hero__checkout-status pca-formation-content__checkout-status\"\n\t\t\t\t\t\tdata-pca-checkout-status\n\t\t\t\t\t\thidden\n\t\t\t\t\t\taria-live=\"polite\"\n\t\t\t\t\t><\/div>\n\n\t\t\t\t\t<div class=\"pca-formation-hero__actions pca-formation-content__aside-actions\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<button\n\t\t\t\t\t\t\t\ttype=\"button\"\n\t\t\t\t\t\t\t\tclass=\"pca-button pca-button--primary pca-cta pca-formation-hero__buy\"\n\t\t\t\t\t\t\t\tdata-formation-id=\"50129\"\n\t\t\t\t\t\t\t>\n\t\t\t\t\t\t\t\t<span>Start the course<\/span>\n\t\t\t\t\t\t\t\t<svg class=\"pca-cta__arrow\" viewBox=\"0 0 20 20\" aria-hidden=\"true\" focusable=\"false\"><path fill=\"currentColor\" d=\"M11.3 4.3a1 1 0 0 1 1.4 0l5 5a1 1 0 0 1 0 1.4l-5 5a1 1 0 1 1-1.4-1.4l3.29-3.3H3a1 1 0 1 1 0-2h11.59l-3.3-3.3a1 1 0 0 1 0-1.4z\"\/><\/svg>\n\t\t\t\t\t\t\t<\/button>\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\t<p class=\"pca-cta-trust\">\n\t\t\t\t\t\t\t<svg viewBox=\"0 0 20 20\" aria-hidden=\"true\" focusable=\"false\"><path fill=\"currentColor\" d=\"M10 2a4 4 0 0 0-4 4v2H5a1 1 0 0 0-1 1v8a1 1 0 0 0 1 1h10a1 1 0 0 0 1-1V9a1 1 0 0 0-1-1h-1V6a4 4 0 0 0-4-4zm-2 6V6a2 2 0 1 1 4 0v2H8z\"\/><\/svg>\n\t\t\t\t\t\t\tSecure payment by Stripe\t\t\t\t\t\t<\/p>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/aside>\n\t\t<\/div>\n\t<\/div>\n<\/section>\n<\/div>\n\n\n\n<div class=\"wp-block-group pca-formation-faq is-layout-flow wp-block-group-is-layout-flow\">\n<h2 class=\"wp-block-heading\">Frequently asked questions about the customer service course<\/h2>\n\n\n<div class=\"pca-accordion os-accordion align pca-accordion--light wp-block-acf-accordion\">\n\t<button type=\"button\" class=\"pca-accordion__trigger os-accordion-question-wrapper\" aria-expanded=\"false\">\n\t\t<span class=\"pca-accordion__title\">How does the online customer service course work?<\/span>\n\t\t<span class=\"pca-accordion__icon os-accordion-arrow-wrapper\" aria-hidden=\"true\">\n\t\t\t<svg viewBox=\"0 0 448 512\" focusable=\"false\"><path fill=\"currentColor\" d=\"M441.9 167.3l-19.8-19.8c-4.7-4.7-12.3-4.7-17 0L224 328.2 42.9 147.5c-4.7-4.7-12.3-4.7-17 0L6.1 167.3c-4.7 4.7-4.7 12.3 0 17l209.4 209.4c4.7 4.7 12.3 4.7 17 0l209.4-209.4c4.7-4.7 4.7-12.3 0-17z\"><\/path><\/svg>\n\t\t<\/span>\n\t<\/button>\n\t<div class=\"pca-accordion__panel os-accordion-answer-panel\" hidden>\n\t\t\t\t<div class=\"acf-innerblocks-container\">\n\n<p class=\"wp-block-paragraph\">The course includes about 2 hours of videos that you can review as often as desired, a course plan with hyperlinks, PDF content and a quiz to evaluate your knowledge. You take it at your own pace, from the location of your choice.<\/p>\n\n<\/div>\n\t\t\t<\/div>\n<\/div>\n\n\n<div class=\"pca-accordion os-accordion align pca-accordion--light wp-block-acf-accordion\">\n\t<button type=\"button\" class=\"pca-accordion__trigger os-accordion-question-wrapper\" aria-expanded=\"false\">\n\t\t<span class=\"pca-accordion__title\">How much does the customer service course cost?<\/span>\n\t\t<span class=\"pca-accordion__icon os-accordion-arrow-wrapper\" aria-hidden=\"true\">\n\t\t\t<svg viewBox=\"0 0 448 512\" focusable=\"false\"><path fill=\"currentColor\" d=\"M441.9 167.3l-19.8-19.8c-4.7-4.7-12.3-4.7-17 0L224 328.2 42.9 147.5c-4.7-4.7-12.3-4.7-17 0L6.1 167.3c-4.7 4.7-4.7 12.3 0 17l209.4 209.4c4.7 4.7 12.3 4.7 17 0l209.4-209.4c4.7-4.7 4.7-12.3 0-17z\"><\/path><\/svg>\n\t\t<\/span>\n\t<\/button>\n\t<div class=\"pca-accordion__panel os-accordion-answer-panel\" hidden>\n\t\t\t\t<div class=\"acf-innerblocks-container\">\n\n<p class=\"wp-block-paragraph\">The online customer service course costs $65.<\/p>\n\n<\/div>\n\t\t\t<\/div>\n<\/div>\n\n\n<div class=\"pca-accordion os-accordion align pca-accordion--light wp-block-acf-accordion\">\n\t<button type=\"button\" class=\"pca-accordion__trigger os-accordion-question-wrapper\" aria-expanded=\"false\">\n\t\t<span class=\"pca-accordion__title\">Who should take this course?<\/span>\n\t\t<span class=\"pca-accordion__icon os-accordion-arrow-wrapper\" aria-hidden=\"true\">\n\t\t\t<svg viewBox=\"0 0 448 512\" focusable=\"false\"><path fill=\"currentColor\" d=\"M441.9 167.3l-19.8-19.8c-4.7-4.7-12.3-4.7-17 0L224 328.2 42.9 147.5c-4.7-4.7-12.3-4.7-17 0L6.1 167.3c-4.7 4.7-4.7 12.3 0 17l209.4 209.4c4.7 4.7 12.3 4.7 17 0l209.4-209.4c4.7-4.7 4.7-12.3 0-17z\"><\/path><\/svg>\n\t\t<\/span>\n\t<\/button>\n\t<div class=\"pca-accordion__panel os-accordion-answer-panel\" hidden>\n\t\t\t\t<div class=\"acf-innerblocks-container\">\n\n<p class=\"wp-block-paragraph\">Anyone in contact with customers. The course explains why everyone is a customer to everyone and why the role of the service agent is both to serve and to sell.<\/p>\n\n<\/div>\n\t\t\t<\/div>\n<\/div>\n\n\n<div class=\"pca-accordion os-accordion align pca-accordion--light wp-block-acf-accordion\">\n\t<button type=\"button\" class=\"pca-accordion__trigger os-accordion-question-wrapper\" aria-expanded=\"false\">\n\t\t<span class=\"pca-accordion__title\">Which techniques does the course teach?<\/span>\n\t\t<span class=\"pca-accordion__icon os-accordion-arrow-wrapper\" aria-hidden=\"true\">\n\t\t\t<svg viewBox=\"0 0 448 512\" focusable=\"false\"><path fill=\"currentColor\" d=\"M441.9 167.3l-19.8-19.8c-4.7-4.7-12.3-4.7-17 0L224 328.2 42.9 147.5c-4.7-4.7-12.3-4.7-17 0L6.1 167.3c-4.7 4.7-4.7 12.3 0 17l209.4 209.4c4.7 4.7 12.3 4.7 17 0l209.4-209.4c4.7-4.7 4.7-12.3 0-17z\"><\/path><\/svg>\n\t\t<\/span>\n\t<\/button>\n\t<div class=\"pca-accordion__panel os-accordion-answer-panel\" hidden>\n\t\t\t\t<div class=\"acf-innerblocks-container\">\n\n<p class=\"wp-block-paragraph\">The course presents the HTH and SOS systems, active listening, alternating questions, rephrasing, persuading with choices, responding to objections and complaints, handling aggressive customers and controlling the length of contact.<\/p>\n\n<\/div>\n\t\t\t<\/div>\n<\/div>\n\n\n<div class=\"pca-accordion os-accordion align pca-accordion--light wp-block-acf-accordion\">\n\t<button type=\"button\" class=\"pca-accordion__trigger os-accordion-question-wrapper\" aria-expanded=\"false\">\n\t\t<span class=\"pca-accordion__title\">How long is the customer service course?<\/span>\n\t\t<span class=\"pca-accordion__icon os-accordion-arrow-wrapper\" aria-hidden=\"true\">\n\t\t\t<svg viewBox=\"0 0 448 512\" focusable=\"false\"><path fill=\"currentColor\" d=\"M441.9 167.3l-19.8-19.8c-4.7-4.7-12.3-4.7-17 0L224 328.2 42.9 147.5c-4.7-4.7-12.3-4.7-17 0L6.1 167.3c-4.7 4.7-4.7 12.3 0 17l209.4 209.4c4.7 4.7 12.3 4.7 17 0l209.4-209.4c4.7-4.7 4.7-12.3 0-17z\"><\/path><\/svg>\n\t\t<\/span>\n\t<\/button>\n\t<div class=\"pca-accordion__panel os-accordion-answer-panel\" hidden>\n\t\t\t\t<div class=\"acf-innerblocks-container\">\n\n<p class=\"wp-block-paragraph\">The videos last about 2 hours. The course corresponds to a 2-day in-person training.<\/p>\n\n<\/div>\n\t\t\t<\/div>\n<\/div>\n<\/div>\n\n\n\n\n<section class=\"pca-index-formations alignfull wp-block-acf-index-formations\">\n\t<div class=\"pca-block-container pca-block-container--wide\">\n\t\t\t\t\t<header class=\"pca-index-formations__header\">\n\t\t\t\t<p class=\"pca-index-formations__eyebrow\">Catalogue<\/p>\n\t\t\t\t<h2 class=\"pca-index-formations__title\">Our other online courses<\/h2>\n\t\t\t\t<p class=\"pca-index-formations__lead\">Targeted programs to develop your professional skills.<\/p>\n\t\t\t<\/header>\n\t\t\n\t\t\n\t\t<div id=\"ca-formations-container\" class=\"pca-formations-grid pca-formations-grid--stagger\">\n\t\t\t\t\t\t\t\t\t\t\t\t<article class=\"ca-formations-index-card pca-formation-card customer-service online\">\n\t\t\t\t\t\t<a class=\"pca-formation-card__media\" href=\"https:\/\/challenge-action.com\/en\/courses\/how-to-manage-difficult-customers\/\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img src=\"https:\/\/challenge-action.com\/wp-content\/uploads\/2021\/09\/pexels-yan-krukov-7640798-768x512.jpg\" alt=\"\" loading=\"lazy\" decoding=\"async\" \/>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"pca-formation-card__badge\">$65.00<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t<div class=\"pca-formation-card__body\">\n\t\t\t\t\t\t\t<h3 class=\"ca-formation-card-title pca-formation-card__title\">\n\t\t\t\t\t\t\t\t<a href=\"https:\/\/challenge-action.com\/en\/courses\/how-to-manage-difficult-customers\/\">How to manage difficult customers<\/a>\n\t\t\t\t\t\t\t<\/h3>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<p class=\"pca-formation-card__excerpt\">This online course shows you how to manage difficult customers: reduce their number through a perfect approach, then handle the most recalcitrant ones and your own stress. Take it at your own pace.<\/p>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"pca-formation-card__footer\">\n\t\t\t\t\t\t\t\t<a class=\"pca-formation-card__cta\" href=\"https:\/\/challenge-action.com\/en\/courses\/how-to-manage-difficult-customers\/\">\n\t\t\t\t\t\t\t\t\tSee the course\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/article>\n\t\t\t\t\t\t\t\t\t<article class=\"ca-formations-index-card pca-formation-card customer-service online\">\n\t\t\t\t\t\t<a class=\"pca-formation-card__media\" href=\"https:\/\/challenge-action.com\/en\/courses\/customer-service-course\/\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img src=\"https:\/\/challenge-action.com\/wp-content\/uploads\/2021\/09\/pexels-pavel-danilyuk-6812435-768x512.jpg\" alt=\"\" loading=\"lazy\" decoding=\"async\" \/>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"pca-formation-card__badge\">$65.00<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t<div class=\"pca-formation-card__body\">\n\t\t\t\t\t\t\t<h3 class=\"ca-formation-card-title pca-formation-card__title\">\n\t\t\t\t\t\t\t\t<a href=\"https:\/\/challenge-action.com\/en\/courses\/customer-service-course\/\">Customer service course<\/a>\n\t\t\t\t\t\t\t<\/h3>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<p class=\"pca-formation-card__excerpt\">This online customer service course gives anyone in contact with customers the steps and best techniques for delivering exceptional service. Take it at your own pace, from the location of your choice.<\/p>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"pca-formation-card__footer\">\n\t\t\t\t\t\t\t\t<a class=\"pca-formation-card__cta\" href=\"https:\/\/challenge-action.com\/en\/courses\/customer-service-course\/\">\n\t\t\t\t\t\t\t\t\tSee the course\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/article>\n\t\t\t\t\t\t\t\t\t<article class=\"ca-formations-index-card pca-formation-card online sales\">\n\t\t\t\t\t\t<a class=\"pca-formation-card__media\" href=\"https:\/\/challenge-action.com\/en\/courses\/sales-course\/\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img src=\"https:\/\/challenge-action.com\/wp-content\/uploads\/2021\/09\/pexels-sora-shimazaki-5673488-768x512.jpg\" alt=\"\" loading=\"lazy\" decoding=\"async\" \/>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"pca-formation-card__badge\">$65.00<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t<div class=\"pca-formation-card__body\">\n\t\t\t\t\t\t\t<h3 class=\"ca-formation-card-title pca-formation-card__title\">\n\t\t\t\t\t\t\t\t<a href=\"https:\/\/challenge-action.com\/en\/courses\/sales-course\/\">Online sales course<\/a>\n\t\t\t\t\t\t\t<\/h3>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<p class=\"pca-formation-card__excerpt\">This online sales course teaches you the steps of a sale and the techniques of the best salespeople, with the tools to create your sales pitch. 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