Customer Service

Saylor Academy
Online

Kostenlos

Wichtige informationen

  • Kurs
  • Online
Beschreibung

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

Wichtige informationen
Veranstaltungsort(e)

Wo und wann

Beginn Lage

Online

Was lernen Sie in diesem Kurs?

IT
Customer Service

Themenkreis

  • Course Introduction

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

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  • Unit 1: The Customer Service WorkplaceThe fundamental duties of a Customer Service Worker (CSW) are to answer questions and resolve problems. Success in this regard depends on the CSW's ability to connect with customers on a personal level. To that end, this unit will teach skills related to forming proper attitudes, creating strong first impressions, communicating well both verbally and non-verbally, and - most importantly - understanding just what it is a customer needs and wants.
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  • Unit 2: Customer Service DutiesCustomer service workers might be assigned to workstations equipped with a telephone, headset, and computer. Alternately, other customer service workers might be in a retail store interacting with customers in person. Wherever and however the service worker connects with them, customers might be angry or pose difficult-to-resolve problems. A skilled customer service provider must develop abilities to effectively assess a situation, establish rapport, defuse anger, and work with wide diversity of customer cultural backgrounds.
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  • Unit 3: Customer Service SkillsetsA variety of tools and technologies may be employed by customer service workers to attempt to discern customers' needs and concerns. Since the flow of customer connections can flood quickly, workers need to be able to effectively and efficiently multitask, manage their time, and network with other members on their service teams. These critical skillsets are covered in this unit.
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  • Unit 4: The Customer Service CareerA customer service position might only require a high school diploma, along with solid communication and problem-solving skills. On-the-job training necessary to learn a company's particular customer needs might last two to three weeks. There are about 2.2 million customer service jobs in the United States, and job growth looks strong through the year 2020.
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  • Unit 5: Customer Service CertificationOnce you have completed the tasks in this final unit and passed your final exam for this capstone course, and have completed the other courses in this customer service program, you will be awarded a certificate and a transcript detailing your demonstrated customer service skills. Good luck!
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  • Optional Course Evaluation Survey

    Please take a few moments to provide some feedback about this course at the link below. Consider completing the survey whether you have completed the course, you are nearly at that point, or you have just come to study one unit or a few units of this course.

    Link: Optional Course Evaluation Survey (HTML)

    Your feedback will focus our efforts to continually improve our course design, content, technology, and general ease-of-use. Additionally, your input will be considered alongside our consulting professors' evaluation of the course during its next round of peer review. As always, please report urgent course experience concerns to contact@saylor.org and/or our Discourse forums.

  • Final ExamQuiz: 1