• Unit 1: The Customer Service Workplace

    The fundamental duties of a Customer Service Worker (CSW) are to answer questions and resolve problems. Success in this regard depends on the CSW's ability to connect with customers on a personal level. To that end, this unit will teach skills related to forming proper attitudes, creating strong first impressions, communicating well both verbally and non-verbally, and - most importantly - understanding just what it is a customer needs and wants.

    Completing this unit should take you approximately 12 hours.

    • 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