• Unit 2: Customer Service Duties

    Customer service workers might be assigned to workstations equipped with a telephone, headset, and computer. Alternately, other customer service workers might be in a retail store interacting with customers in person. Wherever and however the service worker connects with them, customers might 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 customer cultural backgrounds.

    Completing this unit should take you approximately 8 hours.

    • 2.1: Professionalism in Difficult Situations

    • 2.2: Dealing with Challenging Customers

    • 2.3: Dealing with Diverse Customers

    • Unit 2 Activities