• 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.

    • 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