Welcome!

• This free course serves as an introduction to skills and jobs in customer service.
• Be sure to use the audio for the read-along materials. This is especially useful for ESL students.
• 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.

As you complete each unit, help yourself to a free PDF copy of the unit materials, and move on to the next unit.

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

Steven R. Van Hook, PhD
Course Developer