Course Course Summary Section 1 Content Section 1 Content Left Section 1 Content Right Credit Type: Course ACE ID: SAYA-0041 Organization's ID: CUST105 Organization: Saylor Academy Length: 40 Dates Offered: 2/1/2024 - 1/31/2027 1/1/2021 - 1/31/2024 Credit Recommendation & Competencies Section 2 Content Section 2 Content Left Section 2 Content Right Level Credits (SH) Subject Lower-Division Baccalaureate 3 customer service Description Section 3 Content Section 3 Content Left Section 3 Content Right Objective: The course objective is to prepare students 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: Customer service worker The customer service workplace Customer service skillsets The customer service career Improving the customer experience Responsibility to the customer Customer service training manual Instruction & Assessment Section 4 Content Section 4 Content Left Section 4 Content Right Instructional Strategies: Audio Visual Materials Computer Based Training Practical Exercises Methods of Assessment: Examinations Minimum Passing Score: 70% Supplemental Materials Section 5 Content Section 5 Content Left Section 5 Content Right Section 6 Content Section 6 Content Left Section 6 Content Right Button Content Rail Content 1 Other offerings from Saylor Academy ARTH101: Art Appreciation (SAYA-0036) BIO101: Introduction to Molecular and Cellular Biology (SAYA-0019) BUS101: Introduction to Business (SAYA-0020) BUS103: Introduction to Financial Accounting (SAYA-0021) BUS105: Managerial Accounting (SAYA-0009) BUS200: Business Ethics (SAYA-0047) BUS202: Principles of Finance (SAYA-0022) BUS203: Principles of Marketing (SAYA-0023) BUS204: Business Statistics (SAYA-0037) BUS205: Business Law (SAYA-0024) View All Courses Page Content