Business Skills Training Catalog -Customer Service Skills Online Training Series!

Overview: This course covers the basics of customer service. Students will learn about understanding customer service and focusing on the customer. They will also learn about interacting on the telephone, handling complaints and enduring stress.

Series Taught By:  Angela Kegler

Available CEUs for Course Series Completion: 3
Students can earn up to 3 CEUs for fully completing this course series. This information will be displayed on the certificate of completion.Learn More

Course Modules:

Module 01 – Understanding Customer Service 

(Duration: 31m)

  1. Workbook (Pdf)
  2. Topic A: Understanding Customer Service
  3. What is Customer Service?
  4. What is Customer Care?
  5. Who is the Customer?
  6. Wow! Service
  7. Build Relationships
  8. Barriers to Excellent Customer Service
  9. Overcoming these Barriers
  10. Topic B: Identifying Customer Expectations
  11. Customers Want Someone Who…
  12. Customers Don’t Want Someone Who…
  13. Customer Support Stats
  14. Five Service Quality Factors
  15. Topic C: Providing Excellent Customer Service
  16. Characteristics of an Exceptional Service Provider
  17. Excellent Customer Service Mindset
  18. Developing an Excellent Customer Service Strategy
  19. Define the Current Situation
  20. Define all Targets and Values
  21. Implement Excellent Customer Service Strategy
  22. Stay in Tune with Customers’ Changing Needs
  23. Review Quiz (Number of attempts allowed: Unlimited)

Module 03 – Customer Service and the Telephone 

(Duration: 9m)

  1. Workbook (Pdf)
  2. Customer Service and the Telephone
  3. Telephone Etiquette
  4. Answer the Telephone
  5. Greeting
  6. Using Your Voice
  7. Showing You Are Listening
  8. Procedure for Transferring Calls
  9. Taking Meaningful Messages
  10. Lesson 03 Review
  11. Review Quiz (Number of attempts allowed: Unlimited)

Module 05 – Enduring Stress  

(Duration: 14m)

  1. Workbook (Pdf)
  2. Enduring Stress
  3. Stress
  4. Sources of Stress
  5. Managing Your Reaction to Stress
  6. Identifying Your Beliefs
  7. Challenging Irrational Thoughts
  8. Using Questions to Challenge Thinking
  9. Take Preventive Measures
  10. Lesson 05 Review
  11. Course Closure
  12. Review Quiz (Number of attempts allowed: Unlimited)

Training Final Exam ?

Are you ready to earn your certificate of completion?

Launch The Exam

This course includes
  • about 1.16 hours on-demand video
  • 5 downloadable Pdf Workbooks
  • Unlimited time access (During Membership)
  • Access on mobile and Desktop
  • Certificate of Completion

Module 02 – Focusing on the Customer

(Duration: 8m)

  1. Workbook (Pdf)
  2. Focusing on the Customer
  3. Guidelines for Making Positive Impressions
  4. Identify and Meet Customer Needs
  5. Questioning Techniques
  6. Effective Listening Technique
  7. Making a Positive Impression
  8. Who Needs Follow-up?
  9. Follow-up Methods
  10. Lesson 02 Review
  11. Review Quiz (Number of attempts allowed: Unlimited)

Module 04 -Handling Complaints 

(Duration: 13m)

  1. Workbook (Pdf)
  2. Handling Complaints
  3. Complaints
  4. Why Customers Don’t Complain
  5. View Complaints as Opportunities
  6. Five Forbidden Phrases
  7. Service Recovery
  8. Guidelines for Dealing with Difficult Customers
  9. Cope with Upset and Difficult Customers
  10. Lesson 04 Review
  11. Review Quiz (Number of attempts allowed: Unlimited)

Course Features Include:

  • Expert Lectures
    Learn on-demand from top instructors who are industry subject matter experts. Our highly certified expert instructors possess a superior understanding of the subject matter in their fields and have the ability to convey this knowledge in an effective, engaging, and professional manner to a wide audience.

  • Certificates of Completion
    Upon completion of a series of courses you can earn a certificate of completion from Career Academy. Certificates of Completion will display your full name, course completed, as well as the date of completion. Students have the ability to print this out or save it digitally to showcase your accomplishment.

  • PowerPoint Visuals:
    Many of the in-depth theories and processes discussed in our courses can be learned most efficiently through the detailed PowerPoint slides presented. These visuals are accompanied by an instructor voice-over to provide our students with a clear, efficient, and complete presentation of concepts.

  • Professional Development Activities
    Students are provided access to professional development activity files which allow for an individual to test out course theories and apply the knowledge they earned from the course.

  • Review Quizzes
    Once a course is completed, test your knowledge by taking our course review quiz! Students have the ability to retake any review quizzes as many times as they wish to ensure they understand the material or to improve upon their scores.

  • Mobile Access
    With our universal course player, you can learn from your computer, tablet as well as mobile devices. Keep up with your training on the go!

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