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Customer Service - Decision Making & Assertiveness

An introductory course about understanding decision making and assertiveness in Customer Service.
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Last updated 5/2014
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  • 1 hour on-demand video
  • 1 min on-demand audio
  • 9 Supplemental Resources
  • Full lifetime access
  • Access on mobile and TV
  • Certificate of Completion
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Customer Service professionals need to know a whole lot more about the various ways of delivering services to the customers. It is no longer sufficient just to know the basics.

There have been so many changes in customer expectations and with service delivery, which is why we have created a completely new series of qualifications and certifications. The Customer Service Certification Pathway has been created to support students in their aim to gain relevant qualifications that practically apply to the ever-changing world of customer services.

The Customer Certification Pathway has three main parts: The Customer Service Foundation Program, Customer Service Intermediate Program, and the Customer Service Expert Program.

First part is the The Customer Service Foundation Program which focuses on the fundamentals, general knowledge, terminology and basic concepts used in Customer Service. You must complete this level as a pre-requisite for sitting the Customer Service Intermediate Exam.

Next on the Certification Pathway is the Customer Service Intermediate Program which is made up of 8 courses. All Intermediate topics include (in no particular order):

·Communication Strategies

·Contact Centers

·Making Decision and Assertiveness

·Delivering presentations and Public Speaking

·Conflict Resolution

·Customer Relationship Management



From the eight Customer service Intermediate programs that are available, you will select a minimum of five programs in order to be eligible to sit the Intermediate Exam and progress to the Expert program, each Intermediate program will earn you 3 points toward your Customer Service Expert Certificate (minimum 17 points entry requirement). There is an examined component at this level. The exam consists of 50 multiple choice questions, related to the subjects you have chosen.

The next and final level is Customer Service Expert program. This is specifically aimed at Customer Service Supervisors and Managers who wish to consolidate their knowledge and experience and achieve formal recognition of their skills.

Once you've completed the course, email our exam department at to purchase your exam voucher and sit your final exam.

Who is the target audience?
  • Anyone looking to gain an understanding of Decision Making and Assertieness for Customer Service and its practical application in the business environment.
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What Will I Learn?
Understand assertive behavior
Know the assertive rights of an individual
Understand ethical decision
Understand group decision making
Learn leadership behavior
View Curriculum
  • Basic understanding of the business industry
  • Knowledge of the English language
  • Completed the Custer Service Foundation course
Curriculum For This Course
Expand All 28 Lectures Collapse All 28 Lectures 01:40:37
1 Lecture 01:47
What is Assertiveness?
5 Lectures 17:05

This discussion will focus on defining assertive behavior.

Preview 02:02

This lecture will identify the 10 assertive rights of an individual.

Preview 05:00

This lecture will identify some myths of non-assertive behavior.

Preview 06:01

This lecture will identify some steps in improving personal assertiveness and will discuss assertion strategies.

Steps to Improve Personal Assertiveness and Assertion Strategies

This lecture will discuss body language, assertive behavior, and some tips on assertiveness.

Body Language, Assertive Behavior and Futher Tips on Assertiveness

Quiz One
2 questions
Decision Making Skills
3 Lectures 05:03

This lecture will discuss managing decision making and decision-making skills.

Introduction, Decision Making Skills and Management Decision Making

This lecture will talk about how to avoid making bad decisions.

Bad Decisions and Decision Making Quotes

Quiz Two
2 questions

This PDF file contains Section 3 of this course. You can download the complete e book at the end of this course.

Reading Assignment 1
5 pages
Ethical Decisions
3 Lectures 10:33

This lecture will define ethics and introduce ethical decisions.

Introduction and What is Ethics?

This lecture will discuss ethical standards and explain identifying sources of ethical standards.

Why Identifying Ethical Standards is Hard and Five Sources of Ethical Standards

This lecture will discuss the approaches to ethical decisions, making decisions, and thinking ethically.

Putting the Approaches Together, Making Decisions and Thinking Ethically

Quiz Three
2 questions
Group Decision Making
4 Lectures 09:09

This lecture will define and discuss group decision making.

Introduction and Group Decision Making

This lecture will talk about brainstorming techniques and types of group decisions.

Brainstorming Technique and Group Decision Types

This lecture will discuss the leader’s role and group guidelines.

Group Consendud Guidelines and The Leaders Role

Quiz Four
2 questions

This PDF file contains Section 5 of this course. You can download the complete e book at the end of this course.

Reading Assignment 2
2 pages
3 Lectures 07:10

This lecture will discuss your new role in leadership.

Introduction and New to the Role?

This lecture will talk about ethical leadership. The lecture will also talk about the philosophy of leadership.

Ethical Leadership & Leadership and Philosophy

This lecture will discuss conflicting fundamental aims and leadership behavior.

Conflicting Fundamental Aims, Leadership Behavior and Great Leadership Quotes

Quiz Five
2 questions
3 Lectures 00:00
Exercise 1
1 page

Exercise 2
3 pages

Achievement Chart
2 pages
Course Resources
2 Lectures 00:00

This e book contains the section of decision making and assertiveness of the Customer Service Intermediate course in a PDF format.

Decision Making and Assertiveness Course Reading
29 pages

This PDF file contains all the answers to all the quizzes in each section of this course.

Quiz Answer Sheet
3 pages
4 Lectures 02:50
Exam and Evaluation Information

The Customer Service Intermediate Program is made up of 8 courses. For you to be eligable to sit in the official Certification exam, you need to complete 5 courses of the 8 courses to qualify to sit the Customer Service Intermediate exam and continue along the Customer Service Pathway.

All 8 Intermediate topics include (in no particular order):

·Communication Strategies

·Contact Centers

·Making Decision and Assertiveness

·Delivering presentations and Public Speaking

·Conflict Resolution

·Customer Relationship Management



Once you've completed the 5 courses, email our exam department at to purchase your exam voucher and sit your final exam. Access includes the complete Customer Service Intermediate Certification Book (which includes all 8 courses), a step-by-step procedure on how to take the final exam and how to obtain your exam certification.

We suggest that you read the complete Customer Service Intermediate Certification Book before you take the exams so that you may be able to review that chapters you did not select.

You will receive a PDF certificate through your email upon passing the examination.

Final Exam
1 page

We are always in the process of improving our courses and procedures for a better learning experience for our students. Your input is very important to us.

Follow the step-by-step procedure on taking the evaluation and receiving your certificate of completion.

Evaluation Form
1 page

A final message from our CEO.

Conclusion - Final Lecture
About the Instructor
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336 Reviews
4,494 Students
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