Building a Customer Service Team

  • Course type: Self-paced
  • Available Lessons: 28
  • Average Lesson Length: 8 min
  • Eligible for Certificate: Yes

    Certificates show that you have completed the course. They do not provide credit.

  • Watch a preview:

    Essential Skills for Customer Service Personnel

  • Building a Customer Service Team Practice Test

Course Summary

If you are looking to train employees on how to build a customer service team, you can take advantage of this video course. Brief lessons provide details about customer service teams and customer service skills.
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3 chapters in Building a Customer Service Team

Course Practice Test

Check your knowledge of this course with a 50-question practice test.
  • Comprehensive test covering all topics
  • Detailed video explanations for wrong answers
Week {{::cp.getGoalWeekForTopic(0, 3)}}
Ch 1. Roles & Team-Building in Customer Service {{cp.topicAssetIdToProgress[65380].percentComplete}}% complete
Course Progress Best Score
Lesson 1 - Essential Skills for Customer Service Personnel Score: {{cp.lessonAssetIdToProgress[65305].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65305].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[65305].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65305].bestScoreQuestions}}  Take Quiz Optional
Lesson 2 - Stages of Group Development: Forming, Storming, Norming, Performing & Adjourning Score: {{cp.lessonAssetIdToProgress[2082].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[2082].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[2082].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[2082].bestScoreQuestions}}  Take Quiz Optional
Lesson 3 - How to Recruit & Hire Customer Service Personnel Score: {{cp.lessonAssetIdToProgress[65306].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65306].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[65306].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65306].bestScoreQuestions}}  Take Quiz Optional
Lesson 4 - Customer Service Department: Role & Tasks Score: {{cp.lessonAssetIdToProgress[56934].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[56934].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[56934].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[56934].bestScoreQuestions}}  Take Quiz Optional
Lesson 5 - What Is a Team Leader? - Description, Role & Responsibilities Score: {{cp.lessonAssetIdToProgress[7444].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[7444].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[7444].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[7444].bestScoreQuestions}}  Take Quiz Optional
Lesson 6 - Roles of Group Members: Perceptions, Expectations & Conflict Score: {{cp.lessonAssetIdToProgress[7582].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[7582].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[7582].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[7582].bestScoreQuestions}}  Take Quiz Optional
Lesson 7 - Characteristics of Effective Teams: Examples and Qualities Score: {{cp.lessonAssetIdToProgress[7588].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[7588].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[7588].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[7588].bestScoreQuestions}}  Take Quiz Optional
Lesson 8 - Building a Collaborative Team Environment Score: {{cp.lessonAssetIdToProgress[56919].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[56919].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[56919].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[56919].bestScoreQuestions}}  Take Quiz Optional
Lesson 9 - Becoming a Cohesive Group: Using Team Building to Increase Group Cohesion Score: {{cp.lessonAssetIdToProgress[2083].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[2083].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[2083].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[2083].bestScoreQuestions}}  Take Quiz Optional
Lesson 10 - Strategies for Motivating Customer Service Teams Score: {{cp.lessonAssetIdToProgress[65381].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65381].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[65381].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65381].bestScoreQuestions}}  Take Quiz Optional
Lesson 11 - Team Member Roles for Effective Group Collaboration Score: {{cp.lessonAssetIdToProgress[56920].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[56920].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[56920].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[56920].bestScoreQuestions}}  Take Quiz Optional
Week {{::cp.getGoalWeekForTopic(1, 3)}}
Ch 2. Setting Goals & Training in Customer Service {{cp.topicAssetIdToProgress[65382].percentComplete}}% complete
Course Progress Best Score
Lesson 1 - Setting Team Goals & Objectives Score: {{cp.lessonAssetIdToProgress[56246].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[56246].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[56246].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[56246].bestScoreQuestions}}  Take Quiz Optional
Lesson 2 - Goal-Setting Theory in Management: Definition & Examples Score: {{cp.lessonAssetIdToProgress[7519].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[7519].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[7519].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[7519].bestScoreQuestions}}  Take Quiz Optional
Lesson 3 - What are Customer Service Goals? - Definition & Examples Score: {{cp.lessonAssetIdToProgress[65508].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65508].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[65508].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65508].bestScoreQuestions}}  Take Quiz Optional
Lesson 4 - Methods for Training Employees: Mentoring, On-The-Job & Job Rotation Score: {{cp.lessonAssetIdToProgress[3180].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[3180].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[3180].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[3180].bestScoreQuestions}}  Take Quiz Optional
Lesson 5 - Coaching Customer Service Skills: Role of the Team Leader Score: {{cp.lessonAssetIdToProgress[65298].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65298].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[65298].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65298].bestScoreQuestions}}  Take Quiz Optional
Lesson 6 - Cross-Training Employees to Improve Internal Customer Service Score: {{cp.lessonAssetIdToProgress[59679].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[59679].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[59679].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[59679].bestScoreQuestions}}  Take Quiz Optional
Lesson 7 - The Importance of a Standard Operating Procedure in Customer Service Score: {{cp.lessonAssetIdToProgress[59830].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[59830].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[59830].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[59830].bestScoreQuestions}}  Take Quiz Optional
Lesson 8 - Resolving Customer Service Complaints Score: {{cp.lessonAssetIdToProgress[58058].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[58058].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[58058].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[58058].bestScoreQuestions}}  Take Quiz Optional
Lesson 9 - Showing Appreciation to Loyal Customers Score: {{cp.lessonAssetIdToProgress[57811].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[57811].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[57811].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[57811].bestScoreQuestions}}  Take Quiz Optional
Week {{::cp.getGoalWeekForTopic(2, 3)}}
Ch 3. Communication & Diversity in Customer Service Teams {{cp.topicAssetIdToProgress[339981].percentComplete}}% complete
Course Progress Best Score
Lesson 1 - Types of Communication: Interpersonal, Non-Verbal, Written & Oral Score: {{cp.lessonAssetIdToProgress[2125].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[2125].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[2125].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[2125].bestScoreQuestions}}  Take Quiz Optional
Lesson 2 - Listening Effectively in Groups: Critical, Selective, Active & Empathetic Listening Score: {{cp.lessonAssetIdToProgress[20900].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[20900].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[20900].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[20900].bestScoreQuestions}}  Take Quiz Optional
Lesson 3 - Elements of Effective Communication in the Workplace Score: {{cp.lessonAssetIdToProgress[18910].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[18910].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[18910].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[18910].bestScoreQuestions}}  Take Quiz Optional
Lesson 4 - Ineffective Group Communication in Groups Score: {{cp.lessonAssetIdToProgress[20906].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[20906].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[20906].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[20906].bestScoreQuestions}}  Take Quiz Optional
Lesson 5 - The Importance of Good Communication with Customers Score: {{cp.lessonAssetIdToProgress[59824].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[59824].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[59824].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[59824].bestScoreQuestions}}  Take Quiz Optional
Lesson 6 - Communicating in a Diverse Work Environment: Opportunities & Challenges Score: {{cp.lessonAssetIdToProgress[22965].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[22965].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[22965].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[22965].bestScoreQuestions}}  Take Quiz Optional
Lesson 7 - Managing Cultural Diversity in the Workplace Score: {{cp.lessonAssetIdToProgress[143123].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[143123].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[143123].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[143123].bestScoreQuestions}}  Take Quiz Optional
Lesson 8 - Diversity Issues in the Workplace: Discrimination, Sexism, Ageism & More Score: {{cp.lessonAssetIdToProgress[14593].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[14593].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[14593].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[14593].bestScoreQuestions}}  Take Quiz Optional

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Practice Tests in this course
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