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. Online Course Acknowledgement

    2. Urgent Information, Must Read

    3. Expectations for Online Students

    4. Learning Objectives

    5. Audio/Videos

    6. Customer Service Worksheet

    1. Introduction

    2. Effects of Bad Customer Service

    3. Video Transcript: Effects of Bad Customer Service

    4. Knowledge Checkpoint

    1. Answering the Phone

    2. No Laughing Matter

    3. Video Transcript: No Laughing Matter

    4. Knowledge Checkpoint

    1. During the Call

    2. "Deal with it Yourself"

    3. Video Transcript: "Deal with it Yourself"

    4. Knowledge Checkpoint

    1. After the Call

    2. News Article: Confidential Information Shared Publicly

    3. Knowledge Checkpoint

    1. Maintaining Good Customer Service Skills

    2. 9-1-1 Stress

    3. Video Transcript: 9-1-1 Stress

    4. Knowledge Checkpoint

About this course

  • Free
  • 34 lessons
  • 0 hours of video content