Customer Service Tutorial

This is the capstone course in the Saylor Customer Service certificate program that 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 IS THE TARGET AUDIENCE*

✔ Customer Service Workers
✔ Those interested in Customer Service work

*WHAT YOU ARE GOING TO GET FROM THIS COURSE*

- Over 38 lectures and 11 hours of content!
- 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.

*FEATURES*

- Lifetime access to 38 lectures
- 11+ hours of high quality content
- A community of 600+ people trying to learn the same thing!
- Watch courses on the go: video lectures, audio lectures, presentations, articles and anything inside your course.
- Watch courses in offline: Save courses for offline viewing so you can watch them while you're on a plane or subway!

Instructed By: Saylor Academy | 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.

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