Business & Office training

Customer Service Representative Training

Learn what customer service representatives do and how they do it: a semi-in-depth, practical course covering the role, vocabulary, common procedures, safety and career launch.

Updated By the Career Education Institute Curriculum Team
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What you’ll learn in Customer Service Representative training

A practical, general introduction to the customer service representative job: what the role involves, 15+ key terms, how to perform common tasks such as de-escalate an angry customer and handle a support call from greeting to close, safety essentials and how to launch your career. Online, self-paced, about 6 hours, $59.99.

  • Tuition
    $59.99
    Volume pricing from 2 seats
  • Length
    6 hours
    10 modules
  • Format
    Online
    Self-paced, any device
  • Access
    12 months
    LMS access
  • Level
    Beginner
    To intermediate
  • You receive
    Certificate
    Of completion

Learning outcomes

By the end of this course you will be able to:

  • Explain what a customer service representative does day to day, where they work and how the role fits into the team
  • Use 15+ essential customer service representative terms correctly
  • Walk through de-escalate an angry customer, handle a support call from greeting to close, and write a clear support email step by step
  • Identify the tools, equipment and technology used on the job
  • Apply core safety, compliance and professional standards
  • Map your path into the field, including credentials such as HDI Customer Service Representative (HDI-CSR)

Course syllabus

10 modules, about 6 hours in total.

MODULE 01Introduction to the Customer Service Representative Role30 min
  • What customer service representatives do and why the role matters
  • Where they work: settings, employers and teams
  • Pay, job outlook and the career ladder
  • Professional and ethical expectations
MODULE 02A Day on the Job20 min
  • A realistic shift, start to finish
  • Schedules, shifts and workload
  • Working with supervisors, coworkers and customers
  • The best and hardest parts of the job
MODULE 03Essential Customer Service Representative Vocabulary35 min
  • Key term: CSAT
  • Key term: NPS
  • Key term: First contact resolution (FCR)
  • Key term: Average handle time (AHT)
  • Key term: Escalation
  • Plus 10 more terms with practice drills
MODULE 04Core Duties and Responsibilities35 min
  • Answer customer calls, chats and emails
  • Listen to and diagnose customer issues
  • Process orders, payments, returns and account changes
  • Resolve complaints or escalate complex issues
  • Document interactions in a CRM or ticketing system
MODULE 05Common Tasks, Step by Step1 hr 20 min
  • How to de-escalate an angry customer
  • How to handle a support call from greeting to close
  • How to write a clear support email
  • Common mistakes and how to avoid them
MODULE 06Tools, Equipment and Technology30 min
  • CRM platforms such as Salesforce or Zendesk
  • Phone and headset systems
  • Live chat software
  • Knowledge bases
  • Order management systems
MODULE 07Safety, Compliance and Professional Standards45 min
  • Verify identity before discussing or changing accounts
  • Never share passwords or full payment details
  • Report suspected fraud or social engineering
  • Take breaks and use ergonomic setups to prevent strain
MODULE 08Skills Employers Look For30 min
  • CRM and ticketing systems
  • Product and policy knowledge
  • Typing and multitasking
  • Empathy
  • Patience
MODULE 09Launching Your Customer Service Representative Career30 min
  • Education and training pathways
  • Credential overview: HDI Customer Service Representative (HDI-CSR)
  • Credential overview: NRF Foundation customer service and sales credential
  • Resume and interview preparation
  • Your first 90 days on the job
MODULE 10Final Knowledge Check30 min
  • Comprehensive practice exam with explanations
  • Certificate of completion on passing

Who this training is for

  • Students: find out what the customer service representative job is really like before choosing a program or major.
  • Career changers: test-drive the field and build vocabulary and confidence before investing in formal training.
  • New hires and employers: shorten ramp-up time with a consistent foundation for every new customer service representative.

Pricing

$59.99 per learner. Buying for a team? Volume pricing applies automatically from 2 learners.

SeatsDiscount
2 to 101% off
11 to 202% off
21 to 503% off
51 to 1005% off
101 to 2507% off
251 to 5008% off
501 to 1,00010% off

Free preview lessons

Sample the course material for free:

Why train for this career

Customer service representatives answer questions, resolve complaints, process orders and returns, and help customers by phone, chat, email and in person: representing the company at its most important moments. BLS reports a median wage of $44,770 (May 2025) and about 289,500 openings per year. Read the full customer service representative career profile or see salary details.

Enroll in Customer Service Representative Training

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Course Customer Service Representative Training · 6 hours · $59.99 per learner

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Customer Service Representative training FAQ
How long is the Customer Service Representative training?
About 6 hours, online, self-paced. You get 12 months of LMS access, so you can learn around work or school.
How much does the Customer Service Representative training cost?
$59.99 per learner. Volume pricing applies automatically from 2 learners, up to 10% off for large groups.
Is the course online?
Yes. The course runs on our online learning platform (LMS). After you enroll, we email your login details.
Will this course make me a licensed or certified customer service representative?
No. This is a general career-preparation course. It does not by itself grant a state license, national certification or academic credit. It is designed to help you understand the job and prepare for the formal training, exams and interviews that follow.
Who is this course for?
Students exploring careers, adults changing careers, new hires who want a faster ramp-up, and employers onboarding customer service representatives.
How do I enroll?
Use the enrollment form on this page. It opens a pre-filled email to our team, and we reply with your payment link or invoice and your LMS access. You can also call 1-866-429-6742.
Do you offer group or employer pricing?
Volume pricing from 2 seats. Choose “My team or employees” on the form or visit our employer training page.
What do I receive when I finish?
Certificate of completion from Career Education Institute after you pass the final knowledge check.


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