Customer Service

These courses are a tremendous opportunity for you to learn skills that are needed for employment in growing industries across the country. Your participation in these courses is a unique opportunity for you to set a path for success on your career journey.

By the end of this course, you will be able to

• Understand the value of this educational opportunity
• Define the three steps to greatness
• Explain the importance of certifications

The first page of a course is always the objectives page. The objectives page introduces the course and lists the learning objectives of the course.

This course explains how a course is structured and how you can interact with the course.

By the end of this course, you will be able to

• Describe the different sections of the screen in a course
• Understand how to navigate through a course
• Explain how to use a knowledge check
• Describe how to use a drag and drop activity
• Describe how to use an input box activity

The learning management system (LMS) allows you to easily navigate your online education. Using the LMS, you can access learning paths, study guides, and assessments.

By the end of this course, you will be able to

• Understand how to use the LMS
• Explain how to launch a course
• Describe how to take an assessment

An online course is a great way to learn, but it is different from taking a class in a classroom. This course provides tips to help you succeed in an online learning environment.

By the end of this course, you will be able to

• Set a study schedule
• List tips for retaining the information you have studied
• List tips for taking quizzes

Customers are integral to the success of any business. In this module, you’ll find out who your customers are, what customer service is, who provides it, and how it affects the bottom line of a business . You’ll also discover the difference between customer service and customer-focused and what providing quality customer service means.

By the end of this course, you will be able to

• Understand the difference between internal and external customers
• Explain the importance of customer service
• Explain the difference between customer service and customer-focused
• Describe what it means to provide quality customer service

Your interactions with customers set the tone for your long-term relationships. In this module, you’ll learn how to greet customers and interact with them in a way that makes them repeat customers.

By the end of this course, you will be able to

• Create a positive first impression
• Describe how to greet customers
• Explain how to interact courteously and professionally with customers
• Describe how to make customers feel welcome
• Explain the importance of being effective and efficient
• Describe how to end an interaction on a positive note

Whether you are interacting with internal or external customers, effective communication is vital. Effective communication makes it possible to understand your customers’ needs.

By the end of this course, you will be able to

• Understand the importance of choosing positive words to communicate
• Define trigger phrases
• List common communication pitfalls
• Describe different forms of communication
• List advantages and disadvantages of different forms of communication
• Explain the processes for answering telephone calls, putting someone on hold, and transferring calls
• Describe how to write email messages that produce results

While some customers may know right away what they’d like from a business, others do not know which products or services they’re interested in. In this module, you’ll discover how to ask questions to identify customer needs and what you can do to successfully meet those needs.

By the end of this course, you will be able to

• Convey to customers your interest in their wants and needs
• Identify customer needs
• Ask open-ended and closed questions
• Meet customer needs
• Explain ways to improve your listening skills
• Describe how to make appropriate recommendations

Serving your customers in such a way that you build strong relationships with them helps create loyal, repeat customers. In this module, you’ll learn what you can do on a customer service front to encourage customers to return again and again.

By the end of this course, you will be able to

• Describe the importance of strong relationships with customers
• Build strong relationships with customers
• Establish rapport with customers
• Welcome returning customers
• Maintain customer relationships
• Reward repeat customers
• Build online rapport with customers

If you’re not accustomed to working with customers who are different from you, you may not be sure how to interact with them. In this module, you’ll learn guidelines for working with customers from different cultures.

By the end of this course, you will be able to

• Define diversity
• Define culture
• List strategies to better serve diverse customers
• Describe ways to overcome language barriers

In this module, you’ll learn how to work well with customers with all types of disabilities. You’ll discover general guidelines for working with customers who have a variety of disabilities. You’ll also find out about special considerations when working with customers who have specific types of disabilities.

By the end of this course, you will be able to

• List different types of disabilities
• Identify potential obstacles for customers with disabilities
• Use language that focuses on the customer, not the disability
• Describe general guidelines for working with customers with all types of disabilities
• Explain special considerations when working with customers with specific disabilities

In customer service, you encounter a wide range of customer personalities. While some customers are fun to work with, others are hard to work with no matter the situation. Others are simply angry. In this module, you’ll learn how to deal with different types of difficult customers.

By the end of this course, you will be able to

• Explain how to stay calm and composed when dealing with difficult customers
• Describe techniques for handling different types of difficult customers
• List ways to handle entitled customers
• Explain how to restore your relationship with difficult customers

When you work in customer service, dealing with unhappy customers is unavoidable. In this module, you’ll learn how to respond to customer complaints. You’ll also discover a problem- solving process that can help you and the customers reach a mutually agreeable solution.

By the end of this course, you will be able to

• Explain the importance of customer complaints
• List the different modes of customer complaints
• Explain how to encourage customer complaints
• Describe how to prepare for common complaints
• Explain how to choose words that help calm angry customers
• Explain how to deal with complaints promptly and to the satisfaction of the customer
• Describe the problem-solving process in customer service
• Handle customer objections to possible solutions
• Recognize the importance of following up with customers
• Explain how to use complaints to prevent issues with future customers

Difficult situations don’t occur only with your external customers; they can occur with your internal customers as well. In this module, you’ll learn why conflict with internal customers occurs and what you can do to manage it.

By the end of this course, you will be able to

• Describe the differences between positive and negative conflict
• List the effects of negative conflict
• List the reasons why conflicts with internal customers occur
• Explain what you can do to prevent conflicts with internal customers
• Identify negative behavior
• Decide if and when to address conflict with internal customers
• Describe what you can do to help resolve conflict with internal customers

Any business that provides customer service or exchanges money with the public is at an increased risk of workplace violence. In this module, you’ll learn how to identify the warning signs of possible workplace violence. You’ll also discover the actions you can take to help defuse dangerous situations and keep your workplace safe.

By the end of this course, you will be able to

• Identify workplaces at a greater risk of violence
• Describe what you can do to help prevent workplace violence
• List common triggers of workplace violence
• Explain the warning signs of workplace violence
• Describe how to calmly and effectively defuse dangerous situations

Employees who provide customer service are often affected by stress due to the nature of their work. In this module, you’ll learn what you can do to better cope with on-the-job stress.

By the end of this course, you will be able to

• Define stress and burnout
• Explain the difference between good stress and bad stress
• List the effects of stress on your body
• List the signs of stress
• Explain ways to manage on-the-job stress
• Describe how you can combat stress at home