About this course
Service excellence as a revenue skill: understanding customer expectations, handling angry customers with a proven recovery framework, managing escalations, and creating advocates through proactive follow-up.
CS
Instructor Placeholder
Customer Experience Lead
Level
Beginner
Duration
5h 10m
Chapters
6
Updated
January 2026
Learning objectives
- Map customer expectations and moments of truth
- Apply a five-step service recovery framework
- De-escalate angry customers calmly
- Set and manage expectations proactively
- Convert resolved issues into referrals