Sales and Customer Service Program
A self-paced, gamified program designed to equip frontline staff and emerging leaders with the emotional intelligence, resilience, and adaptability needed to drive customer focus and value
Simulations - Learn by Doing
Accredited Level 3 certificate
Self-paced learning
Prestigious International Certification
What you'll learn in this program
The Certificate in Customer Service Excellence is a self-paced, digital training program designed to enhance the professional skills of frontline staff, supervisors, and emerging leaders. This curriculum is divided into core modules focusing on emotional intelligence, sales techniques, and personal resilience. The course utilizes gamification and AI-powered simulations that allow participants to practice responding to dynamic customer behaviors in a virtual environment. Those who complete the journey receive an internationally recognized Level 3 qualification validated by the Kaplan Professional Awards. Ultimately, the program offers a flexible and multimedia-rich learning experience aimed at building a highly skilled, customer-centric workforce.
Accessible learning via an engaging multimedia platform that replaces standard lectures with a rich mix of podcasts, videos, and visuals to minimize operational downtime.
Features the interactive "Kaplan Customer Service Quest" simulation, utilizing badges, progress bars, and leaderboards to drive engagement
Focuses heavily on building essential workplace competencies through dedicated modules on emotional intelligence, resilience, adaptability, and sales
Graduates earn a highly credible, Ofqual-regulated Level 3 qualification globally validated by Kaplan Professional Awards
Your Learning Journey
Identify core human emotions and understand how they serve as signals for behavior and decision-making.
Explain what Emotional Intelligence is and explain its critical importance in leadership and professional performance compared to IQ.
Analyze emotional triggers and demonstrate the use of positive reframing strategies to maintain professional efficacy in high-stress situations.
Differentiate between empathy and sympathy to build stronger, more empathetic professional relationships.
Apply advanced EI skills to handle challenging conversations, manage conflicts, and collaborate effectively within a team.
Learn core sales essentials, develop a confident sales mindset, and apply the key skills needed to succeed as an effective salesperson.
Demonstrate consultative selling techniques to establish a trusted advisor relationship.
Utilize advanced questioning and active listening skills to uncover customer needs and pain points.
Distinguish between customer centricity, customer journey, and customer experience and apply these concepts strategically.
Create personalized customer experiences that drive loyalty and repeat business.
Apply communication frameworks to resolve difficult customer interactions with confidence and professionalism.
Utilize real-time stress management tools to maintain composure and clarity during high-pressure situations.
Foster a supportive professional network that enhances collective resilience and team adaptability.
Reframe challenges as opportunities for innovation rather than threats.
Adopt an agility mindset to respond effectively to change and move from observation to action using structured decision cycles such as the OODA loop.
Navigate ambiguous situations by applying decision-making tools that support action despite incomplete information.
Explain how to pivot strategically by evaluating evidence and deciding when to kill, iterate, or scale initiatives.
Adapt communication style and influence strategies to work effectively with different stakeholders during change
Develop a structured 30-60-90 day action plan to embed resilience and agility practices in daily work.
Adhere to Ofqual’s esteemed standards of quality and credibility
Earn a qualification respected worldwide as equivalent to Level 3
Highlight learner achievement with a prestigious LinkedIn badge
Kaplan’s Certificate in Customer Service Excellence
High-Quality Content
Accredited, Level 3 Credential
Gamified Learning
Interactive Elements
Immersive Multimedia
Self-Paced
AI Feedback
Learner Analytics Dashboard
Earn a recognized certificate and LinkedIn badge
Participants who successfully complete will receive a Kaplan Certificate of Achievement accredited by Kaplan Professional Awards and a digital LinkedIn badge to showcase their accomplishments, which will help them stand out in their professional networks. This course is equivalent to a Level 3 qualification.
Experience Kaplan's Sales and Customer Service Program
Bridge the digital skills gap with gamified learning and instant AI feedback designed for modern businesses.