• 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 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 12 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 8 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 8 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 6 hours.

      • Unit 5: 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 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.