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Free course template · Global

Phone and chat customer service essentials

A ready-made course, live deck and two surveys for contact-centre. AhaSlides tracks progress, completion and scores for you. 30 minutes, 6 lessons. Last reviewed 29 October 2026; not legal advice.

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Course outline at a glance

  • Two chats about the same late delivery. Amara types "Read the terms"; Dev writes "I can see the delay, I am sorry, here is what I will do next". One customer complains; the other thanks the agent
  • What do customers remember?
  • Checklist
  • Quiz

  • Active listening
  • Empathy is not agreement
  • Plain language
  • Tabs
  • Accordion
  • Sorting activity
  • Matching quiz

  • Why the false ones fail
  • Sorting activity
  • Flashcards
  • Quiz
  • Multi-select quiz

  • Practice
  • Practice
  • Practice
  • Scenario
  • Quiz
  • Matching quiz

  • Close well
  • Escalate
  • Process
  • Flashcards
  • Quiz

  • Your next steps
  • Process
  • Quiz

Try some questions from the course

Question 1 of 3

Why did the second customer thank Dev?

 

Acknowledgement and a next step make people feel looked after.

Lesson 1, Every contact shapes loyalty, teaches this. See the outline

Question 2 of 3

Why is it risky to promise a refund to calm someone?

 

Check the policy first and say what you can do.

Lesson 3, True or false: judge the habit, teaches this. See the outline

Question 3 of 3

What calms a frustrated caller first?

 

Listening first is the fastest way to calm things.

Lesson 4, What would you do?, teaches this. See the outline

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Learners earn a certificate

Your organisation

Certificate of completion

This certifies that

Alex Morgan

has completed

Phone and chat customer service essentials

Completed on12 October 2026
Sample certificate with a placeholder learner name.

Style 1 of 6: Standard

Everyone who finishes gets a certificate with their name, the course title and the completion date. Add your own logo, colours and signer.

Three pieces that work together

Learners prepare on their own, you answer questions live, and the surveys tell you what stuck. 8 fields to fill in with your own policy, contacts and locations; each one is highlighted inside the course.

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Completion is tracked for you

Learners sign in to take the course, so every start, finish and score is recorded in AhaSlides. No spreadsheet to keep.

  • Who has finished

    See who has not started, who is in progress and who has completed the course.

  • Every score

    Each learner's answers to the quizzes and activities in the course.

  • What landed

    Survey results show what people took away, and the 30-day check-in shows whether they use it.

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6 lessons, about 30 minutes

What learners can do at the end of each lesson. Minutes are an estimate.

  • Lesson 1: Every contact shapes loyalty · 6 min

    Before you begin · Two chats about the same late delivery. Amara types "Read the terms"; Dev writes "I can see the delay, I am sorry, here is what I will do next". One customer complains; the other thanks the agent · What do customers remember?

  • Lesson 2: Listen, empathise, simplify · 5 min

    Active listening · Empathy is not agreement · Plain language

  • Lesson 3: True or false: judge the habit · 5 min

    Practice · Why the false ones fail · Check

  • Lesson 4: What would you do? · 5 min

    Practice · Practice · Practice

  • Lesson 5: Next steps, escalation and records · 5 min

    Close well · Escalate · Check

  • Lesson 6: Apply it and final assessment · 4 min

    Your next steps · Practice

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Often taught together

Courses teams often run alongside this one.

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Common questions

Yes. The course, the live deck and both surveys are free. Claiming the template into your AhaSlides account is free too.

Yes. The course is self-paced and online, and the live deck lets you add a live session in the room or online.

At agent onboarding, in quarterly quality refreshers, and after a rise in complaints.

Contact-centre, support and front-line agents handling calls and live chat, and their team leaders.

Record completion in your own LMS or record system, so you can show who finished the course and when.

Yes, everything. Change the wording, swap scenarios for ones from your workplace, add your logo, or remove parts that don't apply.

Your own details, each highlighted inside the course:
  • Refund policy link
  • Escalation route
  • Contact record system
  • Help contact
  • LMS or record system
  • Course URL
Then edit anything else you like: wording, scenarios, your logo.
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Ready to run it?

Free. Copy the course, live deck and both surveys into your AhaSlides account in one click.

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