How long is the customer service course and in what formats is it available?

It is 12 hours, usually in three 4-hour sessions or six 2-hour virtual micro-sessions, scheduled by shift so service coverage is never left short. We deliver it live virtual, on-site at your company, self-paced on the platform, or blended, with the same content in every format.

Do participants receive a DC-3 certificate?

Yes. Every participant who meets the attendance requirement and passes the assessment receives a DC-3 certificate with the data required by Mexico's STPS, and the platform stores attendance, grades and certificates for your audits and labor inspections.

Does it adapt to our products, channels and service protocols?

Yes. Before starting we review your channels, your current scripts or protocols and your most frequent complaints; from that we build the role-plays and the templates by channel. If you already measure satisfaction with surveys, we align the course to those indicators.

What does an employee do if they forget how to handle a complaint?

They ask Geedle Bot, our artificial-intelligence agent trained on the course content and recordings. The bot answers at any time and takes them to the exact minute and second of the recording where the instructor demonstrated the protocol, so they can review it before replying to the customer.

Soft skills courses

Customer service course for companies

A customer service course for teams that serve at the counter, by phone, on WhatsApp or by email and take the customer's pressure head-on: reception, cashiers, support, collections, technical service and sales. We practice with cases from your operation, gamified challenges, an AI agent that supports participants between sessions, and a DC-3 certificate filed with Mexico's STPS.

What is the customer service course for companies?

It is a 12-hour program that trains customer-facing staff to solve what the customer needs with a good experience: understand the expectation, communicate clearly at the counter, by phone and on digital channels, handle complaints and upset customers, and close with follow-up. It runs live virtual, on-site or self-paced, includes a DC-3 certificate, and has practice in every module.

Course sheet

The essentials at a glance.

Duration

12 hours

Formats

Live virtual · On-site · Self-paced

Certificate

DC-3 · STPS

AI agent

Geedle Bot answers questions 24/7 with the exact minute of the recording

What your team will be able to do

Learning objectives observable on the job.

Understand what the customer expects
Identify stated and implicit needs and the moments that define their experience.
Communicate clearly on every channel
Adapt greeting, language and response times to counter, phone, chat and email.
Handle complaints and upset customers
Listen, lower the tension, solve or escalate, and win back the customer's trust.
Close and follow up
Confirm the solution, keep what was promised and spot opportunities to improve the service.

Syllabus

Course syllabus

Six modules; each one leaves a deliverable you can apply in your operation.

Service as a business advantage
What customers expect today, moments of truth and the cost of a bad experience.
Moments-of-truth map
Service attitude and first impression
Presence, greeting, language and readiness at the counter, on the phone and on digital channels.
Welcome protocol
Listening and needs detection
Questions to understand the real problem and confirm what the customer needs.
Question guide
Phone, chat and email communication
Written tone, response times, templates that do not sound robotic and handling wait times.
Templates by channel
Complaints and difficult customers
Technique to receive the complaint, lower the tension, solve or escalate, and follow up.
Complaint protocol
Closing, follow-up and action plan
Confirm the solution, keep what was promised, measure satisfaction and a 90-day commitment.
90-day plan

Who is this course for?

Reception, cashier and sales-floor staff, phone and chat service agents, technical support, collections, internal help desk and the supervisors of these areas. It applies to services, retail, healthcare, education, logistics and manufacturing companies with internal or external customers, with examples adjusted to your channels and products.

What changes in the operation after the course?

Customers served to the same standard regardless of who serves them or on which channel, complaints resolved on first contact more often, fewer escalations to the supervisor, and employees who stay calm in front of an upset customer. We measure before and after with a learning assessment and, if you want, an on-the-job observation guide.

Want this course at your company?

Request the proposal for the customer service course: three scope options with a closed price in under 24 business hours.

Quote on WhatsApp Request a proposal

Participant asking Geedle Bot on a laptop at night; the agent replies with minute 42:15 of the course recording

Artificial intelligence

An AI agent supports every participant during and after the course

Geedle Bot is trained on the syllabus, materials and recordings of your course. Participants ask in plain language and get an exact answer, not a generic one.

Knows every detail of the course: dates, syllabus, deliverables and certificate criteria
Solves problems in real time, at any hour, from Moodle, WhatsApp, Teams or Slack
Delivers the exact minute and second of the recording where the instructor explained the topic
Reinforces what was covered with summaries and review questions, and escalates to the instructor when needed
Shows HR which topics raise the most questions so the course can be adjusted

Meet Geedle Bot

Which format suits each course?

All of them issue a DC-3 certificate and leave records on the platform; what changes is how people practice and how the calendar is organized.

	Live virtual	On-site at your company	Self-paced on the platform
Ideal for	Teams across several sites or remote	Hands-on practice, team dynamics and brigades	Rotating shifts and large workforces
Interaction	Live instructor, breakout rooms and real cases	Instructor in the room, role-plays and practice with equipment	Microlessons, challenges and automatic assessments
Typical duration	2-to-4-hour sessions on different days	4-to-8-hour days	2 to 4 weeks at your own pace
Records	Attendance, participation and assessment on the platform	Roster, assessment and photo evidence	Progress, grades and time on the platform
Questions between sessions	Geedle Bot 24/7	Geedle Bot 24/7	Geedle Bot 24/7
Certificate	DC-3 with the STPS	DC-3 with the STPS	DC-3 with the STPS

Related courses

Other productivity, service and well-being courses and the full category.

FAQ

Frequently asked questions about the customer service course

Get a quote for this course for your team

Tell us how many people, in which city and in which format. We reply the same day, free and with no commitment.

Customer service course for companies

What is the customer service course for companies?

Course sheet

Duration

Formats

Certificate

AI agent

What your team will be able to do

Understand what the customer expects

Communicate clearly on every channel

Handle complaints and upset customers

Close and follow up

Course syllabus

Service as a business advantage

Service attitude and first impression

Listening and needs detection

Phone, chat and email communication

Complaints and difficult customers

Closing, follow-up and action plan