Customer Service: Course Introduction

[Steve Van Hook]

Welcome!

    This free course serves as an introduction to skills and jobs in customer service.
    Be sure to watch the accompanying videos illustrating useful concepts.
    Upon successful completion of this course, the student will be able to:

UNIT 1: THE CUSTOMER SERVICE WORKPLACE
> Describe the customer service workplace and duties;
> Illustrate means to create favorable first impressions;
> Understand customers’ needs and wants; and
> Identify verbal and non-verbal communication tactics.

UNIT 2: CUSTOMER SERVICE DUTIES
> Demonstrate professionalism in difficult situations;
> Describe methods for dealing with challenging customers; and
> Identify tactics for dealing with culturally diverse customers.

UNIT 3: CUSTOMER SERVICE SKILLSETS
> Explain essential customer service skills using the telephone, email, and Internet;
> Outline methods for effective time management; and
> Propose tactics for productive teamwork.

UNIT 4: CUSTOMER SERVICE CAREER RESOURCES
> Learn tips for starting a career in customer service;
> Find templates for drafting a resume and cover letter;
> Save a bibliography of useful reference books.

For more information on this free course through Saylor University, visit Saylor.org

NEXT: UNIT 1: THE CUSTOMER SERVICE WORKPLACE

[Steve Van Hook]

My name is Steve Van Hook, and I'll be your instructor for this course.

I've worked the last 20 or so years in management, economic development, education, and communications -- in corporate, government, news media, and international posts. About half of those years have been spent with television & public education projects in Russia and Ukraine.

I have a PhD in Education, an MA in Business Communications, and a BA in Journalism. I teach marketing, global management, communications, and economics courses for the University of California at Los Angeles (UCLA), UCSB, CLU, Saylor University, and elsewhere.

You can find more about me in my Instructor listing on the class homepage at http://ucsb.wwmr.us

I look forward to working with you throughout the course.

~Steve