Introduction to Customer Service by Coursera
Skills you will learn!
Curriculum
39 Topics
Introduction: CVS Health Customer Service Professional Certificate
Course Overview: Introduction to Customer Service
Introduction to Your Instructor - Ricky
Introduction: Customer Service Communication with Empathy
Five Characteristics of Positive Communication
Keep it Simple
Be Positive
Practice Active Listening
Avoid Interruptions
Verify Understanding
Introduction: Greetings
Creating Great Greetings
Evaluating Greetings
Creating Great Closings
Evaluating Closings
Positive and Negative Responses
Hear from: Denielle Booth
How to Turn a Negative Response into a Positive Response
Framework for Creating Positive Responses
Applying the Meet Greet Solve framework
Empathy
Customer Service Interactions with Empathy
Applying Empathy
Weekly Review: Customer Service Communication with Empathy
Course Syllabus
How to Be Successful in this Course
Summary: Characteristics of Positive Communication
Summary: Greetings
Summary: The Difference in Negative and Positive Responses
Summary: Using Empathy with Customers
Graded Quiz: Customer Service Communication with Empathy
Practice Quiz: Characteristics of Positive Communication
Activity: Evaluate a Greeting
Practice Quiz: Greetings
Practice Quiz: The Difference in Negative and Positive Responses
Practice Quiz: Using Empathy with Customers
Meet and Greet
Discussion: Greetings
Pre-Quiz Discussion
32 Topics
Introduction: Active Listening with Customers
Active Listening
How to Actively Listen
Applying Active Listening
Cues in Communication
Verbal Cues
Applying Verbal Cues
Non-Verbal Cues
Applying Non-Verbal Cues
How to Encourage Customer Engagement
Verifying Understanding
Applying Verifying Understanding
What are Clarifying Questions
Hear from: Cory McLaren
Model for a Clarifying Question
Applying Clarifying Questions
Introduction to Simulations
Weekly Review: Active Listening with Customers
Dos and Don'ts of Active Listening
Summary: Introduction to Active Listening
Summary: Active Listening Cues
Summary: How to Verify Understanding
Summary: How to Ask Clarifying Questions
Graded Quiz: Active Listening with Customers
Practice Quiz: Introduction to Active Listening
Practice Quiz: Active Listening Cues
Practice Quiz: How to Verify Understanding
Practice Quiz: How to Ask Clarifying Questions
Pre-Quiz Discussion
Active Listening
Simulation: Active Listening - Retail
Simulation: Active Listening - Call Center
23 Topics
Introduction: Problem Solving in Customer Service
What is Problem Solving in Customer Service
Techniques Used in Problem Solving in Customer Service
Applying Problem Solving in Customer Service
What is a Root Cause and Why is it Important?
Steps to Identifying a Root Cause
Applying Root Cause Analysis
Introduction to the Importance of Following Policies and Procedures
Introduction to Simulations
Weekly Review: Problem Solving in Customer Service
Summary: Problem Solving in Customer Service
Summary: Identifying Root Causes
Following Policies and Procedures Can Improve the Customer Experience
Summary: Policies and Procedures in Customer Service
Graded Quiz: Problem Solving in Customer Service
Practice Quiz: Problem Solving in Customer Service
Practice Quiz: Identifying Root Causes
Practice Quiz: Using Problem Solving to Address Customer Concerns
Practice Quiz: Policies and Procedures in Customer Service
Root Cause Framework
Pre-Quiz Discussion
Simulation: Demonstrate Effective Solutions to Customer's Concerns - Retail
Simulation: Demonstrate Effective Solutions to Customers' Concerns - Call Center
28 Topics
Introduction: Effective Time Management
What is Time Management?
Time Management Strategies in Customer Service
Applying Time Management Strategies
What are Metrics?
Common Metrics Used to Evaluate Customer Service Representatives
Explore Ways to Improve Time Management Metrics
Prioritization
Strategies in Prioritization
Applying Prioritization
Introduction: Simulations
Introduction to Peer Reviews
Walkthrough Peer Review Steps
Weekly Review: Effective Time Management
Congratulations!
Summary: Introduction to Effective Time Management
Summary: Metrics for Time Management
Summary: Prioritization
Graded Quiz: Effective Time Management
Practice Quiz: Introduction to Time Management
Practice Quiz: Metrics for Time Management
Activity: Time Management in a Retail Environment
Practice Quiz: Prioritization
Demonstrate Empathetic Customer Service to Inspire Trust
Discussion: Time Management in a Retail Environment
Pre-Quiz Discussion
Simulation: Effective Time Management - Retail
Simulation: Effective Time Management - Call Center
Introduction to Customer Service
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