Course curriculum

  • 1

    Welcome to the Course CSM

    • How to Get Around in this Course

    • Course Outline

    • Before You Begin

    • How to Stay Focus When Studying Online
  • 2

    Module 1: An Overview of Customer Service

    • Recorded Lecture

    • Handout

    • Test your learning

    • Assignment: Lets Get Practical (Good vs Bad Customer Service)
  • 3

    Module 2: Customer Service and Communication Skills

    • Handout

    • Test your learning

    • Assignment: Lets Get Practical (Non-Verbal Communication)

    • Further Reading: Learner Guide
  • 4

    Module 3: Calming Upset Customers

    • Recorded Lecture- Calming Upset Customers

    • Handling Customer Complaints Like a Pro

    • Test Your Learning
  • 5

    Module 4: Telephone Customer Service

    • Recorded Lecture: Telephone Customer Service

    • Test Your Learning

    • Further Reading: Learner Guide
  • 6

    Module 5: Time Management Strategies

    • Recorded Lecture- Effective Time Management

    • Importance of Time Management

    • Time Management Self Assessment Quiz
  • 7

    Module 6: Promote Services to Customers

    • Handout
  • 8

    Module 7: Customer Analysis (Knowing your Customers)

    • What is Customer Analysis?

    • Customer Analysis – 7 Steps to Customer Understanding
  • 9

    Module 8: Internet Customer Skills

    • Internet Customer Service Skills

    • 10 Tips for Writing Professional Emails

    • Key Benefits of Using Customer Service Softwares

    • Best Customer Service Softwares

  • 10

    Module 9: Stress Management Strategies

    • Recorded Lecture

    • Handout
  • 11

    Module 10: Recovering Customers

    • Recorded Lecture

    • Recovering Your Customers
  • 12

    Final Project

    • Assignment Outline

    • Assignment Submission
  • 13

    Next steps

    • More resources for you

    • Before you go...