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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: Improving the Customer Experience
Unit 6: Responsibility to the Customer
Unit 7: Course Project – Customer Service Training Manual
Course Feedback Survey
Certificate Final Exam
Saylor Direct Credit
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CUST105: Customer Service
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CUST105: Customer Service
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Course Syllabus
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
Why Electronic Customer Relationship Management?
Relationship Marketing in the Digital Age
Putting a Value on Customer Relationship Management
Technology
Technology and Customer Relationship Management
Customer Relationship Management (CRM): Digital Marketing
Ways to Get a Customer Overview for your Future Marketing Strategies?
Unit 5 Discussion
Short Writing Exercise: Improving the Customer Service Experience
Ethical Consumerism
Emotional Branding Speaks to Consumers' Hearts
Why We Need to Treat our Employees as Thoughtfully as our Customers
Basic Consumer Rights
Definition of Consumer Product Safety Act in Marketing
My Consumer Rights – My Shopping Rights
Using Customer Service to Build Brand Loyalty in 2019: Data-Driven Tips
Three Ways to Build Trust in Your Business
Building a Digital World Consumers Can Trust
Unit 6 Discussion
Short Writing Exercise: Responsibility to the Customer
Project: Customer Service Training Manual
Course Project Discussion
CUST105: Certificate Final Exam
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