Topic outline

  • 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.

  • Unit 1: The Customer Service Workplace

    The 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.

    Completing this unit should take you approximately 16 hours.

  • 1.1: Work Environment

  • 1.2: Creating Favorable Impressions

  • 1.3: Understanding Customers' Needs and Wants

  • 1.4: Communication: Verbal and Nonverbal

  • 1.5: Unit 1 Activities

  • Unit 2: Customer Service Duties

    Customer 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.

    Completing this unit should take you approximately 11 hours.

  • 2.1: Professionalism in Difficult Situations

  • 2.2: Dealing with Challenging Customers

  • 2.3: Dealing with Diverse Customers

  • 2.4: Unit 2 Activities

  • Unit 3: Customer Service Skillsets

    A 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 skill sets are covered in this unit.

    Completing this unit should take you approximately 11 hours.

  • 3.1: Customer Service and Telephone Skills

  • 3.2: Customer Service via E-mail and the Internet

  • 3.3: Teamwork

  • 3.4: Time, Stress, and Work Health Management

  • 3.5: Unit 3 Activities

  • Unit 4: The Customer Service Career

    A 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.

    Completing this unit should take you approximately 13 hours.

  • 4.1: The Customer Service Profession

  • 4.2: Developing Your Career in Customer Service

  • 4.3: Resources for Career Development

  • 4.4: Unit 4 Activities

  • Unit 5: Customer Service Certification

    Once 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!

    Completing this unit should take you approximately 13 hours.

    • 5.1: Final Project

    • 5.2: Final Course Discussion