- Course type: Self-paced
- Available Lessons: 96
- Average Lesson Length: 8 min
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Watch a preview:chapter 1 / lesson 1What Is Customer Service? - Definition, Types & Role in Marketing
Course SummaryReview the short lessons in this engaging Business 201: Customer Service course to improve your understanding of various customer service concepts. Practice quizzes and exams can test your knowledge and help you complete your homework or study for an exam.
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Course Practice TestCheck your knowledge of this course with a 50-question practice test.
- Comprehensive test covering all topics
- Detailed video explanations for wrong answers
About This Course
This self-paced Business 201: Customer Service course offers a fun and informative overview of customer service in business. Entertaining lessons examine why and how businesses should build and maintain relationships with customers, including how to determine and meet customer needs, communicate effectively and properly utilize feedback. This course also delves into ways to build customer service skills, resolve conflict and analyze customer service performance. Gauge your comprehension of these lessons by taking short quizzes, chapter exams and a final course exam.
Whether you are a student or professional in the field of customer service, this short course can help. Students can review the lessons to boost their customer service knowledge and take the quizzes and exams to prepare for an assignment, quiz or exam in class. Professionals can enjoy flexible access to the resources in this course as they aim to improve their customer service knowledge and become more effective on the job.
|Customer Service Overview||Defines customer service, and describes the role and tasks of the customer service department. Lists methods of customer service, and describes how to serve diverse and multicultural customers. Explains the importance of effective communication and barriers to effective customer service.|
|Customer Service Goals & Objectives||Describes customer service goals, and explains how customer service managers set goals. Shares objectives and action plans in customer service.|
|Understanding Customer Satisfaction & Retention||Discusses the meaning of customer satisfaction and customer retention, and describes the relationship between customer service and satisfaction. Lists methods for measuring customer satisfaction, and explains how good customer service can build customer loyalty.|
|Customer Relations||Shares the meaning of customer relations, and explains how to cultivate long-term customer relationships. Discusses customer relationship management and marketing technology. Examines business-to-business vs. business-to-customer approaches and relationship selling vs. traditional methods.|
|Customer Behavior & Appeals||Lists types of consumer decisions, and shares influences on consumer buying decisions. Details the 4 Ps of marketing, and describes market segmentation. Describes advertising appeals used in structure advertising.|
|Identifying Customer Needs||Explains the basics of customer needs and understanding the marketplace. Discusses the relationship between product complexity and customer support. Defines needs assessment, the means-end approach and CTQ trees. Lists methods for predicting customer needs.|
|Proactive Customer Service||Defines proactive customer service, and describes how it can be used to add value. Discusses contingency planning and the use of surveys to anticipate customer needs. Describes the use of target marketing to keep customers interested, and examines the importance of staying relevant in the marketplace.|
|Utilizing Customer Feedback in Customer Service||Details the importance of customer feedback. Discusses how to create customer feedback loops and analyze patterns in customer feedback. Lists steps for responding to and acting on customer feedback. Describes how to measure customer satisfaction to improve retention.|
|Customer Service Leadership||Describes the role of customer service managers. Explains how to recruit and hire customer service personnel. Discusses customer service coaching and how to manage, empower and motivate customer service teams.|
|Team Building in Customer Service||Discusses the stages of team development and how to become a cohesive group. Details how to incorporate daily team building at work, and describes effective communication in team-based organizations.|
|Important Customer Service Skills||Lists essential skills for customer service personnel, and describe customer service soft skills. Defines interpersonal interaction and stress management. Describes the importance of a positive attitude and the role of emotional intelligence in customer service.|
|Conflict Resolution Strategies in Customer Service||Examines the importance of a standard operating procedure in customer service. Discusses customer service problem solving and customer complaint resolution. Explains empathy and how to overcome obstacles in customer service.|
|Telephone Customer Service||Defines and lists types of call centers. Discusses how to take messages and leave voicemails in telephone customer service. Shares suggestive selling techniques for telephone customer service.|
|Written Customer Service||Discusses the use of instant messaging, chat and email in customer service. Describes how to write and create shortcuts for customer service emails. Shares ways to avoid customer service email mistakes.|
|Customer Service Metrics||Shares types of customer service metrics, and discusses how to choose and gather metrics. Describes quality, financial and operative metrics. Provides details about representative activity, team efficiency, churn prevention and product development metrics. Explains how to improve metrics for customer service.|
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