Self-Paced Online Requests for Service Course

Handling Service Requests with Confidence

Our self-paced online Requests For Service Course Pathway is designed for professionals who handle service requests in industries like power companies, local councils, and the public sector.

Dealing with customer requests requires a combination of technical knowledge, communication skills, and the ability to manage expectations effectively. This course provides structured training to help employees handle service requests efficiently while delivering excellent customer service.

The Online Requests For Service Pathway is just one of 20+ structured learning pathways, offering targeted skills for frontline service professionals.

With over 300 courses, employees can build expertise across customer service, conflict resolution, communication, and more – all for a low monthly price.

Looking for live, interactive customer service training? Explore our Customer Service Training Courses for expert-led sessions.

What is a Learning Pathway?

With over 300+ courses included in a monthly subscription, employees can navigate their learning journey without getting overwhelmed.

That’s why we’ve designed 20+ structured learning pathways – grouped selections of courses that develop essential skills for specific roles.

Instead of choosing courses individually, a Learning Pathway provides a structured way to build knowledge step by step, ensuring employees develop the right skills in a logical, progressive manner.

The online Requests For Service Course Pathway covers critical skills for professionals handling customer requests, including effective communication, empathy, and conflict resolution.

Organised Learning

Employees follow a structured learning pathway, ensuring they gain essential skills in the right order without guesswork.

Saves Time & Effort

No need to manually select courses – our pathways remove the complexity, so employees can focus on learning.

Job-Specific Skills

Each pathway is designed for specific roles, ensuring employees develop the right skills to perform at their best.

By completing a pathway, employees gain confidence knowing they’ve developed a set of core skills tailored to their role, rather than just picking random courses.

Following the successful completion of all assigned course modules in the pathway, your employee will be awarded with a certificate of achievement that can be downloaded digitally.

Online Requests For Service Course Modules

One of our most practical pathways, the online Requests For Service Course Pathway, is designed to equip employees with the essential skills needed to manage service requests professionally and efficiently.

From active listening and questioning skills to handling difficult customers and managing expectations, this pathway provides a structured and practical approach to frontline customer service excellence.

Each course module includes:

~10-minute video lesson – Short, engaging sessions covering key techniques.

Downloadable workbook – Practical exercises and action plans for real-world application.

Online assessment – Reinforce learning and measure understanding.

The 13 modules included in this learning pathway:

1. Effective Communication

Learn how to communicate clearly and professionally when handling service requests.

2. Questioning Techniques

Master the art of asking the right questions to clarify customer requests efficiently.

3. Active Listening Skills

Improve listening techniques to ensure customer needs are fully understood and addressed.

4. Managing Expectations

Set realistic expectations for customers while maintaining service excellence.

5. Time Management

Prioritise tasks effectively to handle multiple service requests efficiently.

6. Handling Difficult Customers

Develop techniques to remain calm and professional when dealing with challenging customers.

7. Confirming Requests

Ensure service requests are accurately recorded and acknowledged to avoid miscommunication.

8. Telephone Etiquette

Master professional phone skills to enhance customer interactions.

9. Email & Written Communication

Improve email and written response skills for clear and concise customer communication.

10. Empathy in Service

Learn how to demonstrate empathy to build rapport and enhance customer satisfaction.

11. Dealing with Complaints

Handle complaints professionally and turn negative interactions into positive outcomes.

12. Building Trust with Customers

Develop trust and credibility through consistent and transparent service delivery.

13. Follow-up & Resolution

Learn the importance of following up with customers to ensure request completion and satisfaction.

Course Certification & Training Records

Upon completing all required modules in the self-paced online Requests For Service Pathway, employees receive a digital certificate of achievement, validating their ability to professionally handle service requests.

For businesses, this provides a verifiable record of investment in frontline customer service training, demonstrating a commitment to service excellence.

Certificates can be shared digitally, printed, or included in professional portfolios to showcase service skills and career progression.

Example of CX Skills Online Learning Certificate

Explore Other Learning Pathways

There are over 20+ Course Pathways included with every online learning subscription, ensuring there is a solution for all job roles. Explore more information on some of our popular self-paced course pathways below or view all available course pathways here >

Reception Customer Service Pathway	Customer Service Pathway	Handling Challenging Customers Pathway
Contact Centre Agent Pathway	Sales Skills Pathway	Requests For Service Pathway
Stress & Resilience Pathway	New Leader Pathway	Coaching Skills Pathway

Get Started Today

Our Self-paced Only Requests For Service Pathway is just one of 20+ structured learning pathways designed to help employees develop essential customer service skills for managing service requests professionally.

With a single low-cost subscription, your team gets unlimited access to:

20+ Learning Pathways tailored to different job roles

300+ individual self-paced courses covering customer service, leadership, sales, resilience, and more

Certificates of achievement for course pathways to validate learning

Ready to give your team access to all these pathways and more?

More Resources on Service Excellence

Looking for more insights and expert advice on handling service requests and customer interactions? The Australian Customer Experience Professionals Association (ACXPA) provides a range of articles and best practices on industry best practices.

Customer Service Best Practices: Discover expert tips and strategies in our ACXPA articles covering complaints handling, customer engagement, and industry insights.

Online Requests for Service Course