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CUST105: Customer Service
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CUST105: Customer Service
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Course Syllabus
Course Terms of Use
The Customer Service Workplace
Marketing Fundamentals
Creating Favorable Impressions
Communication Appeals and Tactics
Understanding the Customer
Consumer Behavior: How People Make Buying Decisions
Who Are Your Publics?
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 Discussion
Short Writing Exercise: The Customer Service Worker
Unit 1 Assessment
Extraordinary Customer-Service Situations
Handling Challenging Customers
Dealing with Disruptive People
Working with Customer Diversity
Cross-Cultural Marketing Communications
Unit 2 Discussion
Short Writing Exercise: The Customer Service Workplace
Unit 2 Assessment
Customer Service Telephone Skills
Customer Service through E-mail and the Internet
Customer Service Teamwork
Customer Service Worker Self Care
Unit 3 Discussion
Short Writing Exercise: Customer Service Skillsets
Unit 3 Assessment
Careers in Customer Services
Customer Service Career Development
Professional Social Networks
Unit 4 Discussion
Short Writing Exercise: The Customer Service Career
Unit 4 Assessment
Project: Customer Service Training Manual
Course Project Discussion
CUST105: Certificate Final Exam
CUST105: Certificate Final Exam ►
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CUST105: Customer Service
Sections
Course Introduction
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 Feedback Survey
Certificate Final Exam
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