INTRODUCTION

Welcome!

  • This free course serves as an introduction to skills and jobs in customer service.
  • Be sure to view the video clips to help illustrate unit topics.
  • Upon successful completion of this course, the student will be able to:

UNIT 1: THE CUSTOMER SERVICE WORKPLACE
> Describe the customer service workplace and duties;
> Illustrate means to create favorable first impressions;
> Understand customers’ needs and wants; and
> Identify verbal and non-verbal communication tactics.

UNIT 2: CUSTOMER SERVICE DUTIES
> Demonstrate professionalism in difficult situations;
> Describe methods for dealing with challenging customers; and
> Identify tactics for dealing with culturally diverse customers.

UNIT 3: CUSTOMER SERVICE SKILLSETS
> Explain essential customer service skills using the telephone, email, and Internet;
> Outline methods for effective time management; and
> Propose tactics for productive teamwork.

UNIT 4: CUSTOMER SERVICE CAREER RESOURCES
> Learn tips for starting a career in customer service;
> Find templates for drafting a resume and cover letter;
> Save a bibliography of useful reference books.

As you complete each unit, help yourself to a free PDF copy of the unit materials, and move on to the next unit.

For more information on this free course through Saylor University, visit Saylor.org

NEXT: UNIT 1: THE CUSTOMER SERVICE WORKPLACE