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customer-service-skills

A new session of each course opens each month, allowing you to enroll whenever your busy schedule permits!

How does it work? Once a session starts, two lessons will be released each week, for the six-week duration of your course. You will have access to all previously released lessons until the course ends.

Keep in mind that the interactive discussion area for each lesson automatically closes 2 weeks after each lesson is released, so you’re encouraged to complete each lesson within two weeks of its release.

The Final Exam will be released on the same day as the last lesson. Once the Final Exam has been released, you will have 2 weeks plus 10 days to complete the Final and finish any remaining lessons in your course. No further extensions can be provided beyond these 10 days.

Week One

Lesson 01 - Winning Customer Service
Wednesday

Do you know what winning customer service looks like? If you're like most of us, you know it when you see it, but you may not be able to replicate it easily within your organization. Well, that will soon change as you learn what it takes to provide the best service the first time.

Lesson 02 - Customers Revealed
Friday

Customers are complex and multidimensional, and the success of your organization depends on how well you can understand what your customers want and meet their needs. It's time to get to work by finding out who your customers are and how you can serve them best.

Week Two

Lesson 03 - Customer Expectations
Wednesday

If you've ever handled a customer complaint, you know how expectations play a large role in ultimate customer satisfaction. Learn what motivates customers and the best way to appeal to them the right way, the first time.

Lesson 04 - Customer Service: Why Do It?
Friday

A lot of organizations still have the so what mentality when it comes to superb customer service. But you won't be one of them, will you? There are a lot of benefits to ramping up your customer service, one of which is making your current customers happy. You'll discover the secrets to doing so in this lesson.

Week Three

Lesson 05 - The Decline (And Revival) of Customer Service
Wednesday

If you're like a lot of people, you've probably noticed that in some places, on some days, customer service seems to be a laughable misnomer. Ironically, the better the service, the greater the collective expectations for high quality follow-through and innovation. Learn about the decline and revival of customer service and see what you can do to capitalize on consumer expectations.

Lesson 06 - Moving Forward With the Four P's
Friday

Customers are happy when they get the right combination of product, price, and information. When you make the product available at the right time and place, you have a winning marketing mix—also known as the 4P's (product, price, place, and promotion). In this lesson, you'll see how you can help your organization grow by harnessing the power of the P.

Week Four

Lesson 07 - Traits of Outstanding Customer Reps
Wednesday

You may already know which of your reps are top performers, and which of them are lackluster. But do you know how to cultivate the best qualities in every rep on your team? In this lesson, you'll unlock the secrets to efficient and friendly customer service.

Lesson 08 - Measuring Customer Service
Friday

It's great to know how to cultivate better service and how to pick the right team members, but it's also important to know how you measure the customer service you already provide every day. Get ready for a simplified, user-friendly tour of the measurements and math behind your customer service counter.

Week Five

Lesson 09 - Customer Service Communication
Wednesday

Your success in satisfying customers largely depends on the level of your communication skills. So in this lesson, you'll see the importance of clear and direct communication. Plus, you'll find out how to solve communication problems, especially the ones that happen all the time when you're doing business over the phone.

Lesson 10 - Helping Upset Customers
Friday

In this lesson, you'll learn how to revive a troubled customer service program, deal with upset customers, and use technology to simplify your job duties. You'll also go over the steps to take when you face a difficult customer and review the use of call centers, email, and the Internet.

Week Six

Lesson 11 - Motivating Your Team Part I
Wednesday

Your team of customer service personnel could probably stand a little more training and a lot more encouragement. Luckily, you'll soon know how to take your employees to the next level with motivation strategies that really work.

Lesson 12 - Motivating Your Team Part II
Friday

As you finish the course, it's important to reflect once again on how vital customer service reps are to the company. Learn the best ways to reward and motivate them to treat their jobs as careers, and their customers as friends. As you know, you only have one chance to make a first impression, and you don't want to waste it being busy or rude!

 
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  • Learn a new skill or enhance existing skills for professional development or personal enrichment.
  • New sessions starting monthly with lessons and assignments released weekly.
  • 2-4 hours a week in a convenient six-week format.
  • Interactive learning environment. Classroom built around discussion areas where you can engage with classmates and instructors.
  • Expert instructors develop, lead, and interact with students in each course.
  • Award of completion from your learning institution with passing score.
  • Gain the knowledge needed to move forward with your education.
  • Start anytime. Access Granted upon registration.
  • Courses are designed to be completed within 6-12 weeks.
  • Interactive multi-media instruction with integrated assessment, allowing you to work at your own pace.
  • Professional instructors support you throughout your learning experience.
  • Confirmation of successful course completion.
  • Build industry skills or earn continuing education credits in a variety of fields.
  • Start Anytime. Access to all course material and assessments from day one.
  • Many tutorials can be completed in just a few hours.
  • Quick independent study. Learn something new or expand your knowledge while working at your own pace.
  • Material developed by industry leaders and student support offered.
  • Certificate of completion awarded with passing score.

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