• 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.

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

      • explain essential customer service skills using the telephone, email, and Internet;
      • outline methods for effective time management; and
      • propose tactics for productive teamwork.

    • 3.1: Customer Service and Telephone Skills

      • Customer Service Telephone Skills Page

        Read this article on customer service and telephone skills. 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 take time to investigate.

    • 3.2: Customer Service via E-mail and the Internet

      • Customer Service through E-mail and the Internet Page

        Read this article on customer service through e-mail and the internet. 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 take time to investigate.

    • 3.3: Teamwork

      • Customer Service Teamwork Page

        Read this article on effective customer service teamwork. 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.

    • 3.4: Time, Stress, and Work Health Management

      • Customer Service Worker Self Care Page

        Read this article on self-care for the customer service worker. 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.

    • Unit 3 Activities

      • Discussion: Unit 3 Forum
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      • Unit 3 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.