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CUST105: Customer Service
Sections
Course Introduction
Unit 1: The Customer Service Workplace
Unit 2: Customer Service Duties
Unit 3: Customer Service Skillsets
Unit 4: The Customer Service Career
Unit 5: Improving the Customer Experience
Unit 6: Responsibility to the Customer
Unit 7: Course Project – Customer Service Training Manual
Course Feedback Survey
Certificate Final Exam
Saylor Direct Credit
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CUST105: Customer Service
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-- Course Introduction --
-- Unit 1: The Customer Service Workplace --
-- 1.1: Work Environment --
-- 1.2: Creating Favorable Impressions --
-- 1.3: Understanding Customers' Needs and Wants --
-- 1.4: Communication: Verbal and Nonverbal --
-- Unit 1 Activities --
Unit 1 Assessment
-- Unit 2: Customer Service Duties --
-- 2.1: Professionalism in Difficult Situations --
-- 2.2: Dealing with Challenging Customers --
-- 2.3: Dealing with Diverse Customers --
-- Unit 2 Activities --
Unit 2 Assessment
-- Unit 3: Customer Service Skillsets --
-- 3.1: Customer Service and Telephone Skills --
-- 3.2: Customer Service via E-mail and the Internet --
-- 3.3: Teamwork --
-- 3.4: Time, Stress, and Work Health Management --
-- Unit 3 Activities --
Unit 3 Assessment
-- Unit 4: The Customer Service Career --
-- 4.1: The Customer Service Profession --
-- 4.2: Developing Your Career in Customer Service --
-- 4.3: Resources for Career Development --
-- Unit 4 Activities --
Unit 4 Assessment
-- Unit 5: Improving the Customer Experience --
-- 5.1: Types of Customer Relationship Management (CRM) --
-- 5.2 The Value of Customer Relationships --
-- 5.3: CRM Technology Tools and Software --
-- Unit 5 Activities --
-- Unit 6: Responsibility to the Customer --
-- 6.1 Ethics and the Customer --
-- 6.2 Legal Rights of the Customer --
-- 6.3 Developing and Keeping Customer Trust --
-- Unit 6 Activities --
-- 5.1: Course Project --
-- Course Feedback Survey --
-- Certificate Final Exam --
CUST105: Certificate Final Exam
-- Saylor Direct Credit --
CUST105: Saylor Direct Credit Final Exam
-- Archived Materials --
CUST105: Certificate Final Exam (Attempts before 2021/05/11)
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Unit 1 Activities
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Unit 1 Assessment
Unit 2 Activities
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Unit 2 Assessment
Unit 3 Activities
Quiz
Unit 3 Assessment
Unit 4 Activities
Quiz
Unit 4 Assessment
Certificate Final Exam
Quiz
CUST105: Certificate Final Exam
Saylor Direct Credit
Quiz
CUST105: Saylor Direct Credit Final Exam
Quiz Unit 1 Assessment