Course

Course Summary
Credit Type:
Course
ACE ID:
SAYA-0041
Organization:
Saylor Academy
Length:
40 hours
Dates Offered:
Credit Recommendation & Competencies
Level Credits (SH) Subject
Lower-Division Baccalaureate 3 Principles of Customer Service
Description

Objective:

Upon the successful completion of this course, students will be able to prepare themselves for the professional world of customer service. Students in this course receive a solid knowledge base in the areas of computer skills, business communications, and best customer service practices.

Learning Outcomes:

  • 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
  • describe customer service employment and career development opportunities
  • detail the advantages of CRM and the value to a business
  • outline the electronic channels of e-CRM and advantages for the customer
  • analyze social media and other digital marketing channels and the use for both a company and the customer
  • describe the value of the customer relationship to the business
  • describe how ethics can impact customer buying habits, and the value of ethics to a company
  • outline the legal rights of the customer
  • formulate the strategies a company can use to create brand loyalty
  • demonstrate an understanding of the importance of trust in a company and how that relates to the customer.

General Topics:

  • Unit 1: Short Writing Exercise - The Customer Service Worker
  • Unit 2: Short Writing Exercise - The Customer Service Workplace
  • Unit 3: Short Writing Exercise - Customer Service Skillsets
  • Unit 4: Short Writing Exercise - The Customer Service Career
  • Unit 5: Improving the Customer Experience
  • Unit 6: Responsibility to the Customer
  • Unit 7: Course Project – Customer Service Training Manual
Instruction & Assessment

Instructional Strategies:

  • Audio Visual Materials
  • Computer Based Training
  • Practical Exercises

Methods of Assessment:

  • Other
  • Proctored Final Exam

Minimum Passing Score:

70%
Supplemental Materials