Service Representative Training
Foundational skills for customer service professionals on the front line of customer contact
The Service Representative course is a foundational customer service training program designed for front-line professionals who are the first point of contact with customers. It focuses on the skills that matter most in that role: shaping customer perception, communicating professionally across phone and written channels, managing difficult interactions, and maintaining composure under pressure.
Delivered across 6 modules, the course covers professional communication, call management, handling challenging customers, service cross-selling, and stress management — all grounded in real-world scenarios from the customer service environment. It is available as a blended virtual program, a self-paced online course, or a customized private class.
Graduates are prepared to sit for the Certified Service Representative exam under the globally recognized SCP Career Certification program.
Who Should Attend
- Customer service professionals who are the first line of contact with customers
- New service representatives building foundational skills
- Experienced reps looking to sharpen professionalism and communication
- Any professional whose role directly influences customer perception and loyalty
Course Curriculum
Six modules covering the full spectrum of front-line service excellence. Select any module to view its learning objectives.
Course Delivery Options
Virtual Classes
Blended learning with self-paced online modules and live instructor-led sessions for practice and reinforcement.
Learn MoreSelf-Paced Online
Complete the course at your own pace with 60 days access. Interactive exercises and real-world scenarios.
Register OnlineCourse Preview
Preview the online Service Representative course before enrolling. Complete a brief form to get instant access.
Preview the ClassFrequently Asked Questions
Key things to know about the Service Representative course.
Who is this course designed for?
This course is built for front-line customer service professionals who are the first point of contact with customers — whether by phone, chat, or email. It is ideal for new service representatives building their foundation as well as experienced reps looking to sharpen their professionalism and communication skills.
What will I be able to do after completing this course?
You will be equipped to make a strong first impression, communicate clearly and professionally, manage difficult customer interactions calmly, handle calls and written interactions with confidence, and represent your organization in a way that builds customer trust.
Does this course lead to a professional certification?
Yes. Completing this course prepares you to sit for the Certified Service Representative exam under the Service Capability & Performance (SCP) Career Certification program — a globally recognized credential in the service and support industry.
How is this different from the Support Professional course?
The Service Representative course covers foundational customer service skills for front-line contact roles. The Support Professional course is designed for technical support staff dealing with more complex issues, requiring a deeper toolkit for managing expectations, gathering information, and handling escalations in a technical environment.
Can this course be delivered privately for my team?
Yes. Private classes are available in both virtual and on-site formats and can be tailored to your organization's specific environment, customer base, and service standards. Contact us to discuss your team's needs.
How is the course delivered and how long does it take?
The course spans 6 modules and is available as a blended virtual program (self-paced content combined with live instructor-led sessions), a self-paced online course with 60 days access, or a customized private class.
Start Your Service Career
Build the foundation for a successful career in customer service and support.