• Course Introduction

        • Time: 40 hours
        • Free Certificate
        This course is designed to teach you about the customer service work environment, methods for successful customer relations, and career advancement tactics.

        First, read the course syllabus. Then, enroll in the course by clicking "Enroll me in this course". Click Unit 1 to read its introduction and learning outcomes. You will then see the learning materials and instructions on how to use them.

      • Unit 1: The Customer Service Workplace

        The fundamental duties of a Customer Service Worker (CSW) are to answer questions and resolve problems. Success in this regard depends on the CSW's ability to connect with customers on a personal level. To that end, this unit will teach skills related to forming proper attitudes, creating strong first impressions, communicating well both verbally and non-verbally, and - most importantly - understanding just what it is a customer needs and wants.

        Completing this unit should take you approximately 12 hours.

      • Unit 2: Customer Service Duties

        Customer service workers might be assigned to workstations equipped with a telephone, headset, and computer. Alternately, other customer service workers might be in a retail store interacting with customers in person. Wherever and however the service worker connects with them, customers might be angry or pose difficult-to-resolve problems. A skilled customer service provider must develop abilities to effectively assess a situation, establish rapport, defuse anger, and work with wide diversity of customer cultural backgrounds.

        Completing this unit should take you approximately 8 hours.

      • Unit 3: Customer Service Skillsets

        A variety of tools and technologies may be employed by customer service workers to attempt to discern customers' needs and concerns. Since the flow of customer connections can flood quickly, workers need to be able to effectively and efficiently multitask, manage their time, and network with other members on their service teams. These critical skill sets are covered in this unit.

        Completing this unit should take you approximately 8 hours.

      • Unit 4: The Customer Service Career

        A customer service position might only require a high school diploma, along with solid communication and problem-solving skills. On-the-job training necessary to learn a company's particular customer needs might last two to three weeks. There are about 2.2 million customer service jobs in the United States, and job growth looks strong through the year 2020.

        Completing this unit should take you approximately 6 hours.

      • Unit 5: Course Project – Customer Service Training Manual

        This project will bring together everything that you have learned in this course. As part of this project, you will create a customer service training manual that will demonstrate what you've learned and distill it for others who wish to learn from you. Once you have completed the project, you will post it to the discussion forum to discuss with classmates and to be able to show potential employers.

        Completing this unit should take you approximately 6 hours.

      • Course Feedback Survey

        Please take a few minutes to give us feedback about this course. We appreciate your feedback, whether you completed the whole course or even just a few resources. Your feedback will help us make our courses better, and we use your feedback each time we make updates to our courses.

        If you come across any urgent problems, email contact@saylor.org or post in our discussion forum.

      • Certificate Final Exam

        Take this exam if you want to earn a free Course Completion Certificate.

        To receive a free Course Completion Certificate, you will need to earn a grade of 70% or higher on this final exam. Your grade for the exam will be calculated as soon as you complete it. If you do not pass the exam on your first try, you can take it again as many times as you want, with a 7-day waiting period between each attempt.

        Once you pass this final exam, you will be awarded a free Course Completion Certificate.