CUST105: Course Feedback Survey | Saylor Academy

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Course Introduction

Course Syllabus

Unit 1: The Customer Service Workplace

1.1: Work Environment

The Customer Service Workplace

Marketing Fundamentals

1.2: Creating Favorable Impressions

Creating Favorable Impressions

Communication Appeals and Tactics

1.3: Understanding Customers' Needs and Wants

Understanding the Customer

Consumer Behavior: How People Make Buying Decisions

Who Are Your Publics?

1.4: Communication: Verbal and Nonverbal

Verbal and Nonverbal Communication

Effective Writing Skills

The Sixty-Second Elevator Pitch

Presentation Skills: What Makes a Great Elevator Speech?

Professional Personal Presentation Skills

Top 10 Tips for Business Presentations

Unit 1 Activities

Discussion: Unit 1

Discussion: The Customer Service Worker

Unit 1 Assessment

Unit 2: Customer Service Duties

2.1: Professionalism in Difficult Situations

Extraordinary Customer-Service Situations

2.2: Dealing with Challenging Customers

Handling Challenging Customers

Dealing with Disruptive People

2.3: Dealing with Diverse Customers

Working with Customer Diversity

Cross-Cultural Marketing Communications

Unit 2 Activities

Discussion: Unit 2

Discussion: The Customer Service Workplace

Unit 2 Assessment

Unit 3: Customer Service Skillsets

3.1: Customer Service and Telephone Skills

Customer Service Telephone Skills

3.2: Customer Service via E-mail and the Internet

Customer Service through E-mail and the Internet

3.3: Teamwork

Customer Service Teamwork

3.4: Time, Stress, and Work Health Management

Customer Service Worker Self Care

Unit 3 Activities

Discussion: Unit 3

Discussion: Customer Service Skillsets

Unit 3 Assessment

Unit 4: The Customer Service Career

4.1: The Customer Service Profession

Careers in Customer Services

4.2: Developing Your Career in Customer Service

Customer Service Career Development

4.3: Resources for Career Development

Professional Social Networks

Unit 4 Activities

Discussion: Unit 4

Discussion: The Customer Service Career

Unit 4 Assessment

Unit 5: Improving the Customer Experience

5.1: Types of Customer Relationship Management (CRM)

Why Electronic Customer Relationship Management?

Relationship Marketing in the Digital Age

5.2 The Value of Customer Relationships

Putting a Value on Customer Relationship Management

Technology

5.3: CRM Technology Tools and Software

Technology and Customer Relationship Management

Customer Relationship Management (CRM): Digital Marketing

Ways to Get a Customer Overview for your Future Marketing Strategies?

Unit 5 Activities

Discussion: Unit 5

Discussion: Improving the Customer Service Experience

Unit 6: Responsibility to the Customer

6.1 Ethics and the Customer

Ethical Consumerism

Emotional Branding Speaks to Consumers' Hearts

Why We Need to Treat our Employees as Thoughtfully as our Customers