• Time: 26 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.

    • Unit 1: The Customer Service Workplace

      The fundamental duties of a customer service worker (CSW) are to answer questions and resolve problems. Success often depends on how well the CSW is able to connect with customers on a personal level. In this unit we discuss skills related to creating and relaying a professional and helpful attitude, creating a strong first impression, communicating well verbally and non-verbally, and – most importantly – understanding exactly what your customer needs and wants.

      Completing this unit should take you approximately 6 hours.

    • Unit 2: Customer Service Duties

      Customer service workers may be assigned to workstations equipped with a telephone, headset, and computer. Others may be asked to work in a retail store to interact with customers in person. Wherever and however you connect with them, customers may 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 customers who come from different cultural backgrounds.

      Completing this unit should take you approximately 4 hours.

    • Unit 3: Customer Service Skillsets

      Customer service workers employ a variety of tools and technologies to discern their customer's needs and wants. Since the flow of customer connections can flood quickly, workers need to be able to multitask effectively and efficiently, manage their time, and network with the co-workers who also serve on their team. In this unit we review these critical skill sets.

      Completing this unit should take you approximately 4 hours.

    • Unit 4: The Customer Service Career

      A customer service position may only require job candidates to have earned a high school diploma, in addition to having solid communication and problem-solving skills. On-the-job training, that may last two- to three- weeks, is typically necessary to learn about the needs of the customers your particular company serves. There are roughly 2.2 million customer service jobs in the United States, and job growth looks strong through the immediate future.

      Completing this unit should take you approximately 3 hours.

    • Unit 5: Improving the Customer Experience

      Customer relationships are obtained and maintained in a variety of ways, such as through customer relationship management (CRM) strategies and technology. Companies use this customer-centric approach to analyze and change marketing strategies and track customer visits online. Customer service technology tools include email, texts, call centers, and real time chat rooms.

      Completing this unit should take you approximately 3 hours.

    • Unit 6: Responsibility to the Customer

      Most companies try to meet and exceed the needs of their customers, providing solid profitiability for the company. Customers choose businesses for many reasons including eithical practices, sustainability, and the trust which can develop via reliable products and the customer experience. This unit will examine the legal rights of the customer and the impact on a business which is socially responsible vs. unethical and what that means to the customer.

      Completing this unit should take you approximately 3 hours.

    • Unit 7: Course Project – Customer Service Training Manual

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

      Completing this unit should take you approximately 3 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.

    • 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.

    • Saylor Direct Credit

      Take this exam if you want to earn college credit for this course. This course is eligible for college credit through Saylor Academy's Saylor Direct Credit Program.

      The Saylor Direct Credit Final Exam requires a proctoring fee of $5. To pass this course and earn a Credly Badge and official transcript, you will need to earn a grade of 70% or higher on the Saylor Direct Credit Final Exam. Your grade for this 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 a maximum of 3 times, with a 14-day waiting period between each attempt.

      We are partnering with SmarterProctoring to help make the proctoring fee more affordable. We will be recording you, your screen, and the audio in your room during the exam. This is an automated proctoring service, but no decisions are automated; recordings are only viewed by our staff with the purpose of making sure it is you taking the exam and verifying any questions about exam integrity. We understand that there are challenges with learning at home - we won't invalidate your exam just because your child ran into the room!

      Requirements:

      1. Desktop Computer
      2. Chrome (v74+)
      3. Webcam + Microphone
      4. 1mbps+ Internet Connection

      Once you pass this final exam, you will be awarded a Credly Badge and can request an official transcript.