• Course Introduction

        • 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.

        • Course Syllabus

          First, read the course syllabus. Then, enroll in the course by clicking "Enroll me". 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 6 hours.

          • Upon successful completion of this unit, you will be able to:

            • describe the customer service workplace and duties;
            • illustrate proper attitudes for effective customer service and means to create favorable first impressions;
            • understand customers' needs and wants; and
            • identify verbal and non-verbal communication tactics.

          • 1.1: Work Environment

            • The Customer Service Workplace Page

              Read this article on the customer service workplace. Be sure to take careful notes to help study for the unit quiz and final exam. Spend 30 minutes visiting the featured customer workplace for examples of effective customer service tactics. If you can find employment listings of interest to you on that website, you may want to investigate those.

            • Marketing Fundamentals Page

              Watch this video, which summarizes the fundamentals of marketing terminology and practices. Many of the terms and concepts are deeply rooted in the foundations and traditions of customer service. Please pay extra attention to the key concepts of "The Four Ps" of the marketing mix: product, price, place, and promotion. These topics are critical when defining customer demographics and the methods to connect with them. You may read along with the transcript linked here.

          • 1.2: Creating Favorable Impressions

            • Creating Favorable Impressions Page

              Read this article on how to create favorable impressions with the customers you serve. Be sure to take careful notes to help study for the unit quiz and final exam. Spend 30 minutes visiting the featured customer workplace for examples of effective customer service tactics. If you can find employment listings of interest to you on that website, you may want to investigate those.

            • Communication Appeals and Tactics Page

              Watch this video, which presents basic appeals and tactics for effective communications. How do you win someone's attention, and what do you do if you manage to catch it? You may read along with the transcript linked here.

          • 1.3: Understanding Customers' Needs and Wants

            • Understanding the Customer Page

              Read this article on how to understand a customer's needs and wants. Be sure to take careful notes to help study for the unit quiz and final exam. Spend 30 minutes visiting the featured customer workplace for examples of effective customer service tactics. If you can find employment listings of interest to you on that website, you may want to investigate those.

            • Consumer Behavior: How People Make Buying Decisions URL

              Read this chapter, which discusses consumers' decision-making process and examines the situational, personal, psychological, and societal factors that influence their buying decisions.

            • Who Are Your Publics? Page

              Watch this video on publics and demographics. Among the most important aspects of communication is forming a clear picture of just whom the targeted audience is. This video describes key publics, demographics, and segments we should identify early in our communication planning.You may read along with the transcript linked here.

          • 1.4: Communication: Verbal and Nonverbal

            • Verbal and Nonverbal Communication Page

              Read this article on communicating with the customer both verbally and nonverbally. Be sure to take careful notes to help study for the unit quiz and final exam. Spend 30 minutes visiting the featured customer workplace for examples of effective customer service tactics. If you can find employment listings of interest to you on that website, you may want to investigate those.

            • Effective Writing Skills Page

              Watch this video for suggestions on how to improve your written communication skills immediately. Customer service professionals may spend lots of time writing reports and memos. This video discusses six tips on how to do it much better. You may also read along with the transcript linked here.

            • The Sixty-Second Elevator Pitch Page

              Review these notes on how to prepare a 60-second elevator pitch.

            • Presentation Skills: What Makes a Great Elevator Speech? Page

              Watch these two videos for more tips on how to create an elevator speech.

            • Professional Personal Presentation Skills Page

              Review these notes for for tips on effective personal presentations.

            • Top 10 Tips for Business Presentations Page

              Watch these three videos for tips on how to make a business presentation.

          • Unit 1 Activities

            • Unit 1 Discussion URL

              After you have reviewed this unit, please post and respond to the following topics on the community Discourse forum. Feel free to start your own posts and respond to those of other students.

              1. What sort of customer service job might you like to find? Would you prefer working in a face-to-face situation, or through a remote customer service center? What industry would you like to work in?
              2. Describe an interaction you've been involved with - either personal or professional. What steps did you take to make a favorable impression? How might you use the lessons from this unit to make even better impressions?
              3. As a customer, what needs and wants do you hope to have fulfilled by customer service providers? Do they match those covered in this unit?

            • Short Writing Exercise: The Customer Service Worker URL

              Prepare a 300-500 word document as if you were the manager of a customer service department hiring new workers for your staff. Based on this unit's readings, what are the key traits and skills you would want to see in applicants as you choose whom to interview? Once you are done with the document, feel free to share it with other students in the discussion forum.

            • Unit 1 Assessment Quiz
              Receive a grade

              Take this assessment to see how well you understood this unit.

              • This assessment does not count towards your grade. It is just for practice!
              • You will see the correct answers when you submit your answers. Use this to help you study for the final exam!
              • You can take this assessment as many times as you want, whenever you want.

        • 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 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.

        • 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 Proctor-Verified Course Certificate 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 Credit-Recommended Course Completion Certificate and can request an official transcript.