Learning Objectives

Upon completion of this training, the student will be able to:

  • Explain the importance of good customer service.

  • Determine the consequences of poor customer service.

  • Discuss ways to provide good customer service when answering the phone.

  • List ways to provide good customer service during the call.

  • Recognize the importance of good customer service after a call.

  • Discuss ways to avoid burnout and poor customer service.

Course Content

  • 1

    Course Documentation

    • Online Course Acknowledgement

    • Urgent Information, Must Read

    • Expectations for Online Students

    • Learning Objectives

    • Audio/Videos

    • Customer Service Worksheet

  • 2

    Introduction

    • Introduction

    • Effects of Bad Customer Service

    • Video Transcript: Effects of Bad Customer Service

    • Knowledge Checkpoint

  • 3

    Answering the Phone

    • Answering the Phone

    • No Laughing Matter

    • Video Transcript: No Laughing Matter

    • Knowledge Checkpoint

  • 4

    During the Call

    • During the Call

    • "Deal with it Yourself"

    • Video Transcript: "Deal with it Yourself"

    • Knowledge Checkpoint

  • 5

    After the Call

    • After the Call

    • News Article: Confidential Information Shared Publicly

    • Knowledge Checkpoint

  • 6

    Maintaining Good Service Skills

    • Maintaining Good Customer Service Skills

    • 9-1-1 Stress

    • Video Transcript: 9-1-1 Stress

    • Knowledge Checkpoint

  • 7

    Humor Break

    • About this Content

    • Worst 911 Dispatcher Ever

    • Video Transcript: Worst 9-1-1 Distpatcher Ever

    • The Big Bang Theory Active Listening - Subtitled

  • 8

    Customer Service Scenarios

    • Customer Service Scenarios

  • 9

    Conclusion

    • Conclusion

    • Knowledge Checkpoint

  • 10

    Final Exam

    • Final Exam

  • 11

    Course Evaluation

    • Course Evaluation