Welcome to CUST105: Customer Service

Specific information about this course and its requirements can be found below. For more general information about taking Saylor Academy courses, including information about Community and Academic Codes of Conduct, please read the Saylor Student Handbook.


Course Description

This course is designed to prepare students for the professional world of customer service. Students in this course receive a solid knowledge base in the areas of computer skills, business communications, and best customer service practices. 


Course Introduction

This course is designed to teach you about the customer service work environment, methods for successful customer relations, and career advancement tactics. 

After familiarizing yourself with the following course syllabus, enroll in this course using the "Enroll me in this course" button. Once enrolled, navigate to Unit 1 of the course to read the Unit Introduction and Unit 1 Learning Outcomes. Links and instructions for all unit specific course resources will follow the introductory materials. 

This course includes the following units:

  • Unit 1: The Customer Service Workplace
  • Unit 2: Customer Service Duties
  • Unit 3: Customer Service Skillsets
  • Unit 4: The Customer Service Career
  • Unit 5: Course Project - Customer Service Training Manual 


Course Learning Outcomes

Upon successful completion of this course, you will be able to

  • describe how to create favorable impressions with customers;
  • illustrate how to maintain a professional attitude even when handling difficult customers;
  • describe components of proper telephone etiquette;
  • detail the verbal and nonverbal processes of communication;
  • formulate steps to work effectively on a team;
  • explain the concepts of time management and healthy work habits;
  • strategize how to conduct customer service through electronic media such as email and the Internet;
  • describe methods to anticipate, prevent and solve problems and complaints posed by customers;
  • demonstrate an understanding of customers' needs and wants;
  • describe how a positive attitude can improve interactions with customers;
  • outline methods of service to diverse customers, including those with different cultural backgrounds; and
  • describe customer service employment and career development opportunities.

Throughout this course, you'll also see related learning outcomes identified in each unit. You can use the learning outcomes to help organize your learning and gauge your progress.


Course Materials

The primary learning materials for this course are readings, lectures, video tutorials, and other resources.

All course materials are free to access, and can be found through the links provided in each unit and subunit of the course. Pay close attention to the notes that accompany these course materials, as they will tell you what to focus on in each resource, and will help you to understand how the learning materials fit into the course as a whole. You can also access a list all of the materials used in this course by clicking on Resources in the navigation bar.

Evaluation and Minimum Passing Score

Only the final exam is considered when awarding you a grade for this course. In order to pass this course, you will need to earn a 70% or higher on the final exam. Your score on the exam will be calculated as soon as you complete it. If you do not pass the exam on your first attempt, you may take it again as many times as you want to, following a 7-day waiting period between each attempt. Once you have successfully passed the final exam you will be awarded a free Course Completion Certificate.

There are also 4 end of unit assessments and other types of quizzes in this course. These are intended to help you study, and do not factor into your final course grade. You can take these as many times as you want to, until you understand the concepts and materials covered. You can see all of these assessments by clicking on Quizzes in the course's navigation bar.

Earning College Credit 

This course is eligible for college credit via Saylor Academy's Direct Credit Program. If you are seeking to earn college credit, you must take and pass the Direct Credit final exam. That exam will be password protected, and requires a proctor. If you pass the Direct Credit exam you will receive a Proctor Verified Course Certificate and be eligible to earn an official transcript. For more information about applying for college credit review the guide to college credit opportunities. Be sure to check the section on proctoring for details like fees and technical requirements.

Note: There is a 14-day waiting period between attempts of the Direct Credit Final exam. There is no waiting period between attempting the non-credit certificate-bearing exam and the Direct Credit exam. You may only attempt each Direct Credit final exam a maximum of 3 times. Be sure to study in between each attempt!  

Tips for Success

CUST105: Customer Service is a self-paced course, which means that you can decide when you will start and when you will complete the course. There is no instructor or set schedule to follow.  We estimate that the "average" student will take 40 hours to complete this course. We recommend that you work through the course at a pace that is comfortable for you and allows you to make regular progress. It's a good idea to also schedule your study time in advance and try as best as you can to stick to that schedule.

Learning new material can be challenging, so below we've compiled a few suggested study strategies to help you succeed:

  • Take notes on the various terms, practices, and theories that you come across. This can help you put each concept into context, and will create a refresher that you can use as you study later on. 
  • As you work through the materials, take time to test yourself on what you remember and how well you understand the concepts. Reflecting on what you've learned is important for your long-term memory, and will make you more likely to retain information over time. 
  • Although you may work through this course completely independently, you may find it helpful to connect with other Saylor Academy students through the discussion forums. You may access the discussion forums at https://discourse.saylor.org.


Suggested Prerequisites

In order to take this course, we recommend you:

  • have completed CUST104: Business Communications

Technical Requirements

This course is delivered entirely online. You will be required to have access to a computer or web-capable mobile device and have consistent access to the internet to either view or download the necessary course resources and to attempt any auto-graded course assessments and the final exam.

  • To access the full course including assessments and the final exam, you will need to be logged into your Saylor Academy account and enrolled in the course. If you do not already have an account, you may create one for  free  here. Although you can access some of the course without being logged into your account, you should log in to maximize your course experience. For example, you cannot take assessments or track your progress unless you are logged in. 
  • If you plan to attempt the optional Direct Credit final exam, then you will also need access to a webcam. This lets our remote proctoring service verify your identity, which is required to issue an official transcript to schools on your behalf. 

For additional guidance check out Saylor Academy's FAQ.



This course is entirely free to enroll in and access. Everything linked in the course, including textbooks, videos, webpages, and activities are all available for no charge. This course also contains a free final exam and course completion certificate.

This course does contain an optional final exam that can give you an opportunity to earn college credit. This exam requires the use of a proctoring service for identity verification purposes. The cost for proctoring for this optional exam is $25 per session.

Last modified: Wednesday, August 21, 2019, 2:19 PM