• 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

      • Discussion: Unit 1 Forum
        Make forum posts: 1
      • 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.