Customer Service - Decision Making & Assertiveness

An introductory course about understanding decision making and assertiveness in Customer Service.
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  • Lectures 28
  • Length 1.5 hours
  • Skill Level All Levels
  • Languages English
  • Includes Lifetime access
    30 day money back guarantee!
    Available on iOS and Android
    Certificate of Completion
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About This Course

Published 6/2014 English

Course Description

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.

What are the requirements?

  • Basic understanding of the business industry
  • Knowledge of the English language
  • Completed the Custer Service Foundation course

What am I going to get from this course?

  • Understand assertive behavior
  • Know the assertive rights of an individual
  • Understand ethical decision
  • Understand group decision making
  • Learn leadership behavior

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.

What you get with this course?

Not for you? No problem.
30 day money back guarantee.

Forever yours.
Lifetime access.

Learn on the go.
Desktop, iOS and Android.

Get rewarded.
Certificate of completion.


Section 1: Introduction
Introduction to the Program
Section 2: What is Assertiveness?

This discussion will focus on defining assertive behavior.


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


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


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


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

Quiz One
2 questions
Section 3: Decision Making Skills

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


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

Quiz Two
2 questions
5 pages

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

Section 4: Ethical Decisions

This lecture will define ethics and introduce ethical decisions.


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


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

Quiz Three
2 questions
Section 5: Group Decision Making

This lecture will define and discuss group decision making.


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


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

Quiz Four
2 questions
2 pages

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

Section 6: Leadership

This lecture will discuss your new role in leadership.


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


This lecture will discuss conflicting fundamental aims and leadership behavior.

Quiz Five
2 questions
Section 7: Exercises
Exercise 1
1 page
Exercise 2
3 pages
Achievement Chart
2 pages
Section 8: Course Resources
29 pages

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

3 pages

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

Section 9: Certification
Exam and Evaluation Information
1 page

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.

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.


A final message from our CEO.

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Instructor Biography

The Art Of Service, Quality education for Career Driven IT Professionals

What drives us?

In one word? YOU

You are front, center and behind every decision we make in our business.

  • You are starting out in the IT industry
  • You are serious about your career
  • You need certifications on your resume to get that first interview

For you we created the Foundation level courses as well as the Core Series for IT

  • You are an IT Professional with a proven career
  • You need to stay in touch with changes in the industry
  • You need to continue to show your value to the business to ensure your job is secure
  • You want to find out what else would make your IT career more solid

For you we created the Specialist and Intermediate level courses as well as the Core Series for IT

  • You are implementing Processes and methodologies in your company
  • You are managing a team of people and need to look good
  • You started your own business and are looking for template documents to ‘hit the ground running’
  • You need to present on a subject at the next team meeting and are not quite sure where to start

For you we created the Toolkits as well as the Core Series for IT

Our motto:
Every Career driven IT Professional needs to be able to afford quality IT educational materials to stay relevant in their job, irrespective of current position, budget or geographical location.

We do most of the work behind the scenes so that you can focus on your professional education and your career within the IT industry.

We see it as our job to ensure we give you the most up to date information you need to succeed in achieving that goal at a price-point that is makes it accessible to most professionals.

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