Details
Outline
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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.Page: 1Quiz: 1
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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.Page: 1Quiz: 1
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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.Page: 1Quiz: 1
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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.Page: 1Quiz: 1
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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!Page: 1
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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: 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 [email protected] and/or our Discourse forums.
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Final Exam
Saylor Academy’s mission is to open education to all.
Saylor Academy’s mission is sustained by the continued evolution of an open educational ecosystem, and we are dedicated partners in this movement. Saylor’s commitment to the open education ecosystem is founded not just on open educational resources and open source learning technologies, but also on open access to credentials, and ongoing open learning opportunities.
Guided by these beliefs, Saylor Academy is currently focused on the following projects:
Open Courses: Maintenance and Learner-Centered Improvements
- A commitment to the OER community means that we’ll continue to replace open access materials with openly licensed ones in an effort to make Saylor courseware as reusable and remixable as possible.
- Open courses require more instructional supports for learners, so our current improvements focus on ensuring better and more frequent opportunities for Saylor students to practice what they’re learning.
Open Credentials: Adding New Opportunities and Bolstering Existing Ones
- We’re working on expanding our suite of Saylor Direct credit recommended exams, and we’re also keen on working with university partners to develop innovative and flexible partner degree launching and completion programs. ...
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