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Course Syllabus

BUS107: Customer Service

Course Introduction

Course Syllabus

Unit 1: The Customer Service Workplace

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

Unit 2: Customer Service Duties

2.1: Professionalism in Difficult Situations

2.2: Dealing with Challenging Customers

2.3: Dealing with Diverse Customers

Unit 2 Activities

Unit 3: Customer Service Skillsets

3.1: Customer Service and Telephone Skills

3.2: Customer Service via E-mail and the Internet

3.3: Teamwork

3.4: Time, Stress, and Work Health Management

Unit 3 Activities

Unit 4: The Customer Service Career

4.1: The Customer Service Profession

4.2: Developing Your Career in Customer Service

4.3: Resources for Career Development

Unit 4 Activities

Unit 5: Improving the Customer Experience

5.1: Types of Customer Relationship Management (CRM)

5.2 The Value of Customer Relationships

5.3: CRM Technology Tools and Software

Unit 5 Activities

Unit 6: Responsibility to the Customer

6.1 Ethics and the Customer

6.2 Legal Rights of the Customer

6.3 Developing and Keeping Customer Trust

Unit 6 Activities

5.1: Course Project

Course Feedback Survey

Certificate Final Exam

Saylor Direct Credit

Quizzes