Add to Wishlist
The Customer Service Workplace
The fundamental duties of a customer service worker (CSW) are to answer questions and resolve problems.
Success often depends on how well the CSW is able to connect with customers on a personal level.
In this course we will discuss skills related to creating and relaying a professional and helpful attitude, creating a strong first impression, communicating well verbally and non-verbally, and – most importantly – understanding exactly what your customer needs and wants.
Completing this unit should take you approximately 5 hours.
Upon successful completion of this unit, you will be able to:
- Describe the customer service workplace and duties;
- Illustrate proper attitudes for effective customer service and means to create favorable first impressions
- Understand customers’ needs and wants
- Identify verbal and non-verbal communication tactics.
Course Curriculum
SECTION 1: THE WORK PLACE
1
Introduction to the Roles of a Customer Service Worker
2
The Customer Service Workplace
3
Important Skillsets for Customer Service Workers
4
Creating Favorable Impressions
5
Quiz
SECTION 2: MARKETING: FUNDAMENTAL TERMS AND CONCEPTS
1
Marketing
2
Market Segmentation, Targeting and Positioning
3
Branding
4
Market Share
5
Quiz
SECTION 3: VERBAL AND NONVERBAL COMMUNICATION
1
Communication Modes
2
Verbal Communication Techniques
3
Nonverbal Communication Techniques
4
Best Business Writing Tips
5
The Sixty-Second Elevator Pitch
6
Understanding the Customer
7
Wrapping Up
8
Quiz
SECTION 1: THE WORK PLACE
SECTION 2: MARKETING: FUNDAMENTAL TERMS AND CONCEPTS
SECTION 3: VERBAL AND NONVERBAL COMMUNICATION
Be the first to add a review.
Please, login to leave a review