Customer Service

Learn about work in customer service, methods for successful customer relations, and career advancement tactics.
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Instructed by Saylor Academy Business / Operations
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  • Lectures 38
  • Contents Video: 1 hour
    Other: 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 1/2014 English

Course Description

This is the capstone course in the Saylor Customer Service certificate program which is currently under development. CUST105 is designed to teach you about the customer service work environment, methods for successful customer relations, and career advancement tactics. Future courses in the certificate program will provide a solid knowledge base in the areas of computer skills, business communications, and best customer service practices.

What are the requirements?

  • have access to a computer;
  • have continuous broadband Internet access;
  • have the ability/permission to install plug-ins or software (e.g., Adobe Reader or Flash);
  • have the ability to download and save files and documents to a computer;
  • have the ability to open Microsoft files and documents (.doc, .ppt, etc.);
  • have competency in the English language
  • have read the Saylor Student Handbook;
  • have completed earlier courses in the Customer Service sequence (CUST101–104).

What am I going to get from this course?

  • describe how to create favorable impressions with customers;
  • illustrate how to maintain a professional attitude even when handling difficult customers;
  • describe components of proper telephone etiquette;
  • detail the verbal and nonverbal processes of communication;
  • formulate steps to work effectively on a team;
  • explain the concepts of time management and healthy work habits;
  • strategize how to conduct customer service through electronic media such as email and the Internet;
  • describe methods to anticipate, prevent and solve problems and complaints posed by customers;
  • demonstrate an understanding of customers’ needs and wants;
  • describe how a positive attitude can improve interactions with customers;
  • outline methods of service to diverse customers, including those with different cultural backgrounds; and
  • describe customer service employment and career development opportunities.

What is the target audience?

  • Customer Service Workers
  • Those interested in Customer Service work

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.

Curriculum

Section 1: Work Environment
4 pages

Spend 30 minutes visiting the featured customer workplace for examples of effective customer service tactics. If you can find employment listings of interest to you on that website, you may want to investigate those.

12:36

Please pay extra attention to the key concepts of “The Four Ps” of the marketing mix: product, price, place, and promotion. These topics are critical when defining customer demographics and the methods to connect with them. You may read along with the transcript linked here.

Section 2: Creating Favorable Impressions
09:19

This video answers a few important questions: “How do you win someone’s attention, and what do you do if you manage to catch it?” You may read along with the transcript linked here.

4 pages

Spend 30 minutes visiting the featured customer workplace for examples of effective customer service tactics. If you can find employment listings of interest to you on that website, you may want to investigate those.

Section 3: Understanding Customers’ Needs and Wants
3 pages

Spend 30 minutes visiting the featured customer workplace for examples of effective customer service tactics. If you can find employment listings of interest to you on that website, you may want to investigate those.

38 pages

Read this lectures, which discusses the consumers’ decision-making process and examines the situational, personal, psychological, and societal factors that influence their buying decisions.

05:38

Among the most important aspects of communication is forming a clear picture of just whom the targeted audience is. This video describes key publics, demographics, and segments we should identify early in our communication planning.You may read along with the transcript linked here.

Section 4: Communication: Verbal and Nonverbal
3 pages

Spend 30 minutes visiting the featured customer workplace for examples of effective customer service tactics. If you can find employment listings of interest to you on that website, you may want to investigate those.

10:00

Customer service professionals may spend lots of time writing reports and memos. This video discusses six tips on how to do it much better. You may also read along with the transcript linked here.

6 pages

Review this short slide show for tips on how to prepare a 60-second elevator pitch.

4 pages

Review this short slide show for tips on effective personal presentations.

Section 5: Unit 1 Learning Measures
Unit 1 Quiz
Article
Activity: Discussion Board
Article
Unit 1 Short Writing Assignment: The Customer Service Worker
Article
Section 6: Professionalism in Difficult Situations
3 pages

Spend 30 minutes visiting the featured customer workplace for examples of effective customer service tactics. If you can find employment listings of interest to you on that website, you may want to investigate those.

Section 7: Dealing with Challenging Customers
4 pages

Spend 30 minutes visiting the featured customer workplace for examples of effective customer service tactics. If you can find employment listings of interest to you on that website, you may want to take time to investigate.

15:24

How to better cope with difficult students, workers, colleagues, family.

Section 8: Dealing with Diverse Customers
3 pages

Spend 30 minutes visiting the featured customer workplace for examples of effective customer service tactics. If you can find employment listings of interest to you on that website, you may want to take time to investigate.

08:40

Watch this video on international communication tactics, using themes and images that transcend cultural differences. English may connect us in the business place with a common language, but we still need to be sensitive to cultural differences. You may read along with the transcript linked here.

Section 9: Unit 2 Learning Measures
Unit 2 Quiz
Article
Activity: Discussion Board
Article
Unit 2 Short Writing Assignment: The Customer Service Workplace
Article
Section 10: Customer Service and Telephone Skills
3 pages

Spend 30 minutes visiting the featured customer workplace for examples of effective customer service tactics. If you can find employment listings of interest to you on that website, you may want to take time to investigate.

Section 11: Customer Service via E-mail and the Internet
4 pages

Spend 30 minutes visiting the featured customer workplace for examples of effective customer service tactics. If you can find employment listings of interest to you on that website, you may want to take time to investigate.

Section 12: Teamwork
3 pages

Spend 30 minutes visiting the featured customer workplace for examples of effective customer service tactics. If you can find employment listings of interest to you on that website, you may want to investigate those.

Section 13: Time, Stress, and Work Health Management
3 pages

Spend 30 minutes visiting the featured customer workplace for examples of effective customer service tactics. If you can find employment listings of interest to you on that website, you may want to investigate those.

Section 14: Unit 3 Learning Measures
Unit 3 Quiz
Article
Activity: Discussion Board
Article
Unit 3 Short Writing Assignment: Customer Service Skillsets
Article
Section 15: The Customer Service Profession
4 pages

Read this article for information on employment trends in the 21st century, requisite skills to compete in the customer service job market, and tips from the world’s top CEOs on how to fit in. Also explore the embedded links to other resources that you may find useful.

Section 16: Developing Your Career in Customer Service
3 pages

Read this article for information on employment resources, the benefits of internships, and tips to find a position in customer service. Also, explore the links to resources embedded in this text.

Section 17: Resources for Career Development
2 pages

Read this article, which explores resources for career connections and professional development. Visit, sign-up, and search the websites linked here for employment and networking opportunities.

Section 18: Unit 4 Learning Measures
Unit 4 Quiz
Article
Activity: Discussion Board
Article
Unit 4 Short Writing Assignment: The Customer Service Career
Article
Section 19: Final Project
Customer Service Training Manual
Article
Section 20: Final Course Discussions
Activity: Discussion Board
Article
Section 21: Final Exam
CUST105 Final Exam
Article

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Instructor Biography

Saylor Academy, Nonprofit organization

The Saylor Academy is a 501(c)(3) non-profit based in Washington, D.C., that empowers learners to set their own education goals, achieve mastery, and earn twenty-first century credentials within a rich network of peers, educators, and partners. Our students engage with expertly curated learning objects aligned to robust outcomes and assessments. The Academy is committed to advancing creative models of higher education that champion access and encourage students to own their education. Today, the Academy provides over 300 standard and college credit-aligned courses at the K-12, university, and career levels

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