Customer Service: Online Course with Internship Agreement
The Customer Service course covers handling complaints across channels, working a ticket through Salesforce, Zendesk or Freshdesk, and deciding when an AI copilot must hand over to a person. You also learn to apply EU AI Act chatbot disclosure and to calculate CSAT, NPS and CES. It is for future front-line agents. It runs 100 % online for 180 days, includes an internship agreement and costs €200.
- 180 days of access
- 100 % online, at your own pace
- Level: beginner · No prior experience required
- Assessment: 10 quizzes (50 questions) and a final project
- Internship agreement included
- Certificate with a verifiable QR code
- Languages: Spanish, English, French
- Price: €200
Who it is for
- People starting out in front-line roles: reception, contact centre, live chat or support desk
- Students or graduates planning a placement in hotels, tour operators, retail or customer-facing sales
- Customer-facing staff who want a working model of service quality and its metrics
- Junior candidates building a portfolio for customer-service job applications
What do you need to start?
Prior knowledge
- No prior customer-service experience or technical knowledge is needed
- Comfortable writing short professional messages and emails
- Basic arithmetic for percentages and averages
Software and equipment
- Computer with an internet connection
- Webcam and microphone are useful for the video-call set-up exercises
- No Salesforce, Zendesk or Freshdesk account is needed to start
What you'll be able to do
- Diagnose service failures using the expectation-perception gap, zone of tolerance and moments-of-truth map
- Choose between live chat, email, social media or messaging apps by urgency, complexity, record and visibility
- Trace a request from customer history to ticket, routing, SLA clock, macro and resolution
- Calculate first-response SLA compliance, average resolution time and volume-weighted response times
- Decide whether an AI copilot resolves, assists or escalates, using four escalation signals
- Handle complaints with Listen, Apologise, Solve, Thank and draft public replies to negative reviews
- Calculate CSAT, NPS and CES from raw survey data and match each to a journey stage
- Build a junior portfolio case study mapped to the requirements of a real job posting
Skills you will practise
- Complaint handling
- Omnichannel support
- Ticketing and SLAs
- Salesforce, Zendesk, Freshdesk
- AI copilot escalation
- EU AI Act Article 50
- CSAT, NPS and CES
- Video-call presentation
- Review responses
Syllabus
- Foundations of Customer Service and the Customer Experience — Expectation-perception gaps, the zone of tolerance and moments of truth, and why one good encounter differs from accumulated customer experience.
- Effective Communication: Verbal and Non-Verbal Skills — How tone, pace, pauses and posture change the way identical words land with a customer, face to face or by phone.
- Omnichannel Support: Chat, Email, Social Media and Apps — Choosing the right digital channel for each case and reading volume-weighted response times so a slow channel cannot hide.
- CRM and Helpdesk Tools: Salesforce, Zendesk and Freshdesk — Unified customer history, tickets, queues, SLA clocks and macros, plus calculating SLA compliance and average resolution time.
- AI Copilots in Customer Service: Triage and Human Escalation — How copilots classify and draft replies, the four escalation signals, and calculating the deflection rate.
- EU AI Act Article 50: Chatbot Disclosure Obligations — What the disclosure duty from 2 August 2026 requires when customers talk to a chatbot, and what it means for deployers.
- Handling Customer Complaints — The Listen, Apologise, Solve, Thank process in every channel, knowing your authority limits, logging cases and replying to public reviews.
- Presenting a Professional Image, On-Screen and In Person — Grooming, posture, camera framing, lighting, audio, written tone and a screen-share checklist for customer-facing work.
- Customer Experience Metrics: CSAT, NPS and CES — Calculating each score from survey data, what it actually measures and which moment of the customer journey it fits.
- Working in Customer Service: Job Market and Junior Portfolio — Building a complaint case study with before/after metrics and a channel-and-escalation note that answers a real job posting.
Internship agreement
An intern with this course could work on a guest-relations, reception, support-desk or live-chat team, handling chat, email and social-media enquiries and logging them as tickets in the company's CRM or helpdesk. Other suitable tasks include drafting replies to online reviews, reviewing AI-drafted responses before they are sent, and compiling CSAT, NPS or CES figures from customer surveys.
The internship can run at the same time as the course, within the 180 days of access.
Frequently asked questions
What job does the Customer Service course prepare me for, and does it give me a Salesforce or Zendesk certification?
The Customer Service course prepares you for junior front-line roles, such as customer service representative, support or live-chat agent, and guest relations. It explains how Salesforce, Zendesk and Freshdesk handle tickets and SLAs, but it does not award vendor certifications such as Trailhead or Zendesk credentials. The course also stresses that a certification alone rarely survives interview follow-up questions, which is why it has you build a defended portfolio case.
Which tools, laws and methods does the course actually cover?
It covers CRM and helpdesk logic in Salesforce, Zendesk and Freshdesk, including tickets, queues, routing, SLA clocks and macros. It covers AI copilot triage with four escalation signals and the chatbot disclosure duty in Article 50 of the EU AI Act. It also teaches the Listen, Apologise, Solve, Thank complaint process and the CSAT, NPS and CES metrics, calculated from raw survey data.
What could I do during the internship, and who arranges the host company?
You find the host company yourself, for example a hotel, tour operator, retailer or support team. The school then issues the internship agreement and its annex, and the company signs electronically, usually within one or two working days. Suitable tasks include answering chat, email and social-media enquiries, logging and routing tickets, drafting replies to reviews, checking AI-drafted answers and preparing satisfaction-survey figures.
Are languages and soft skills the main thing employers look for in junior customer-service staff?
Not according to the course materials. They describe CRM and helpdesk tool fluency as the near-universal base requirement that employers screen for, with multilingual ability valued but sitting higher up as an extra. The materials also say that a CV listing many tools is weaker than one that shows depth in a few, backed by a worked case with figures you can explain and defend.
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Content updated: 07/10/2026