Business 201: Customer Service

Course Summary

Review 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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15 chapters in Business 201: Customer Service

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, 15)}}
Ch 1. Customer Service Overview {{cp.topicAssetIdToProgress[314947].percentComplete}}% complete
Course Progress Best Score
Lesson 1 - What Is Customer Service? - Definition, Types & Role in Marketing Score: {{cp.lessonAssetIdToProgress[9582].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[9582].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[9582].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[9582].bestScoreQuestions}}  Take Quiz Optional
Lesson 2 - 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 3 - Traditional & Technological Methods of Customer Service Score: {{cp.lessonAssetIdToProgress[314949].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[314949].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[314949].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[314949].bestScoreQuestions}}  Take Quiz Optional
Lesson 4 - Importance of Effective Communication in Customer Service Score: {{cp.lessonAssetIdToProgress[314951].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[314951].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[314951].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[314951].bestScoreQuestions}}  Take Quiz Optional
Lesson 5 - Common Barriers to Effective Customer Service Score: {{cp.lessonAssetIdToProgress[314953].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[314953].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[314953].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[314953].bestScoreQuestions}}  Take Quiz Optional
Lesson 6 - Serving Diverse & Multicultural Customers Score: {{cp.lessonAssetIdToProgress[314955].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[314955].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[314955].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[314955].bestScoreQuestions}}  Take Quiz Optional
Week {{::cp.getGoalWeekForTopic(2, 15)}}
Ch 3. Understanding Customer Satisfaction & Retention {{cp.topicAssetIdToProgress[314961].percentComplete}}% complete
Course Progress Best Score
Lesson 1 - What is Customer Satisfaction? - Definition & Examples Score: {{cp.lessonAssetIdToProgress[3792].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[3792].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[3792].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[3792].bestScoreQuestions}}  Take Quiz Optional
Lesson 2 - Relationship Between Customer Service & Satisfaction: Levels & Examples Score: {{cp.lessonAssetIdToProgress[56068].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[56068].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[56068].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[56068].bestScoreQuestions}}  Take Quiz Optional
Lesson 3 - Methods for Measuring Customer Satisfaction Score: {{cp.lessonAssetIdToProgress[58041].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[58041].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[58041].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[58041].bestScoreQuestions}}  Take Quiz Optional
Lesson 4 - Customer Retention: Definition & Importance Score: {{cp.lessonAssetIdToProgress[65302].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65302].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[65302].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65302].bestScoreQuestions}}  Take Quiz Optional
Lesson 5 - Building Customer Loyalty With Good Customer Service Score: {{cp.lessonAssetIdToProgress[58059].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[58059].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[58059].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[58059].bestScoreQuestions}}  Take Quiz Optional
Week {{::cp.getGoalWeekForTopic(3, 15)}}
Ch 4. Customer Relations {{cp.topicAssetIdToProgress[314963].percentComplete}}% complete
Course Progress Best Score
Lesson 1 - Cultivating Long-Term Customer Relationships Score: {{cp.lessonAssetIdToProgress[56363].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[56363].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[56363].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[56363].bestScoreQuestions}}  Take Quiz Optional
Lesson 2 - Customer Relations: Definition & Concept Score: {{cp.lessonAssetIdToProgress[8495].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[8495].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[8495].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[8495].bestScoreQuestions}}  Take Quiz Optional
Lesson 3 - Customer Relationship Management and Marketing Technology Score: {{cp.lessonAssetIdToProgress[1579].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[1579].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[1579].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[1579].bestScoreQuestions}}  Take Quiz Optional
Lesson 4 - Social Media in Customer Relationship Management Score: {{cp.lessonAssetIdToProgress[56361].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[56361].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[56361].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[56361].bestScoreQuestions}}  Take Quiz Optional
Lesson 5 - Potential Issues in Customer Relationship Management Score: {{cp.lessonAssetIdToProgress[56362].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[56362].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[56362].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[56362].bestScoreQuestions}}  Take Quiz Optional
Lesson 6 - Implementing Customer Relationship Management Score: {{cp.lessonAssetIdToProgress[56360].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[56360].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[56360].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[56360].bestScoreQuestions}}  Take Quiz Optional
Lesson 7 - Comparing Business-to-Business & Business-to-Customer Approaches Score: {{cp.lessonAssetIdToProgress[56357].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[56357].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[56357].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[56357].bestScoreQuestions}}  Take Quiz Optional
Lesson 8 - Relationship Selling vs. Traditional Methods: Definition and Purpose Score: {{cp.lessonAssetIdToProgress[1581].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[1581].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[1581].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[1581].bestScoreQuestions}}  Take Quiz Optional
Week {{::cp.getGoalWeekForTopic(4, 15)}}
Ch 5. Customer Behavior & Appeals {{cp.topicAssetIdToProgress[314965].percentComplete}}% complete
Course Progress Best Score
Lesson 1 - Consumer Decisions: Types, Overview Score: {{cp.lessonAssetIdToProgress[6607].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[6607].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[6607].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[6607].bestScoreQuestions}}  Take Quiz Optional
Lesson 2 - Influences on Consumer Buying Decisions: Cultures, Values & More Score: {{cp.lessonAssetIdToProgress[1532].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[1532].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[1532].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[1532].bestScoreQuestions}}  Take Quiz Optional
Lesson 3 - What are the 4 Ps of Marketing? - Definition & Examples Score: {{cp.lessonAssetIdToProgress[166287].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[166287].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[166287].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[166287].bestScoreQuestions}}  Take Quiz Optional
Lesson 4 - Market Segmentation: Geographic, Demographic, Psychographic & More Score: {{cp.lessonAssetIdToProgress[1541].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[1541].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[1541].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[1541].bestScoreQuestions}}  Take Quiz Optional
Lesson 5 - Advertising Appeals: Types & Examples Score: {{cp.lessonAssetIdToProgress[17626].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[17626].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[17626].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[17626].bestScoreQuestions}}  Take Quiz Optional
Week {{::cp.getGoalWeekForTopic(5, 15)}}
Ch 6. Identifying Customer Needs {{cp.topicAssetIdToProgress[314967].percentComplete}}% complete
Course Progress Best Score
Lesson 1 - Customer Needs: Types & Differentiation by Customer Group Score: {{cp.lessonAssetIdToProgress[65759].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65759].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[65759].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65759].bestScoreQuestions}}  Take Quiz Optional
Lesson 2 - Understanding the Marketplace & Customer Needs Score: {{cp.lessonAssetIdToProgress[51008].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[51008].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[51008].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[51008].bestScoreQuestions}}  Take Quiz Optional
Lesson 3 - Customer Need & Support: Product Complexity & Involvement Score: {{cp.lessonAssetIdToProgress[65760].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65760].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[65760].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65760].bestScoreQuestions}}  Take Quiz Optional
Lesson 4 - What Is Needs Assessment? - Definition & Examples Score: {{cp.lessonAssetIdToProgress[9586].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[9586].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[9586].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[9586].bestScoreQuestions}}  Take Quiz Optional
Lesson 5 - Means-End Approach in Customer Needs Analysis Score: {{cp.lessonAssetIdToProgress[65763].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65763].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[65763].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65763].bestScoreQuestions}}  Take Quiz Optional
Lesson 6 - Methods for Predicting Customer Needs Score: {{cp.lessonAssetIdToProgress[58034].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[58034].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[58034].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[58034].bestScoreQuestions}}  Take Quiz Optional
Lesson 7 - CTQ Trees: Turning Customer Needs into Actions Score: {{cp.lessonAssetIdToProgress[65764].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65764].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[65764].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65764].bestScoreQuestions}}  Take Quiz Optional
Week {{::cp.getGoalWeekForTopic(6, 15)}}
Ch 7. Proactive Customer Service {{cp.topicAssetIdToProgress[314969].percentComplete}}% complete
Course Progress Best Score
Lesson 1 - Proactive Customer Service: Definition & Benefits Score: {{cp.lessonAssetIdToProgress[57803].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[57803].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[57803].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[57803].bestScoreQuestions}}  Take Quiz Optional
Lesson 2 - Adding Value Through Proactive Customer Service Score: {{cp.lessonAssetIdToProgress[57808].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[57808].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[57808].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[57808].bestScoreQuestions}}  Take Quiz Optional
Lesson 3 - Getting to Know Your New Customer Score: {{cp.lessonAssetIdToProgress[57804].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[57804].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[57804].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[57804].bestScoreQuestions}}  Take Quiz Optional
Lesson 4 - Contingency Planning: Preparing for Potential Customer Issues Score: {{cp.lessonAssetIdToProgress[57812].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[57812].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[57812].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[57812].bestScoreQuestions}}  Take Quiz Optional
Lesson 5 - Using Surveys to Anticipate Customer Needs Score: {{cp.lessonAssetIdToProgress[57805].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[57805].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[57805].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[57805].bestScoreQuestions}}  Take Quiz Optional
Lesson 6 - Keeping Customers Interested Through Target Marketing Score: {{cp.lessonAssetIdToProgress[57809].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[57809].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[57809].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[57809].bestScoreQuestions}}  Take Quiz Optional
Lesson 7 - The Importance of Staying Relevant in the Marketplace Score: {{cp.lessonAssetIdToProgress[57810].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[57810].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[57810].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[57810].bestScoreQuestions}}  Take Quiz Optional
Lesson 8 - 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(7, 15)}}
Ch 8. Utilizing Customer Feedback in Customer Service {{cp.topicAssetIdToProgress[314971].percentComplete}}% complete
Course Progress Best Score
Lesson 1 - Customer Feedback: Definition, Uses & Importance Score: {{cp.lessonAssetIdToProgress[65136].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65136].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[65136].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65136].bestScoreQuestions}}  Take Quiz Optional
Lesson 2 - How to Create & Use Customer Feedback Loops Score: {{cp.lessonAssetIdToProgress[65137].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65137].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[65137].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65137].bestScoreQuestions}}  Take Quiz Optional
Lesson 3 - How to Recognize & Analyze Patterns in Customer Feedback Score: {{cp.lessonAssetIdToProgress[65139].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65139].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[65139].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65139].bestScoreQuestions}}  Take Quiz Optional
Lesson 4 - Responding to Customer Feedback: Steps & Examples Score: {{cp.lessonAssetIdToProgress[65140].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65140].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[65140].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65140].bestScoreQuestions}}  Take Quiz Optional
Lesson 5 - Measuring Customer Satisfaction to Improve Retention Score: {{cp.lessonAssetIdToProgress[57885].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[57885].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[57885].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[57885].bestScoreQuestions}}  Take Quiz Optional
Lesson 6 - Acting on Customer Feedback: Steps & Examples Score: {{cp.lessonAssetIdToProgress[65141].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65141].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[65141].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65141].bestScoreQuestions}}  Take Quiz Optional
Week {{::cp.getGoalWeekForTopic(8, 15)}}
Ch 9. Customer Service Leadership {{cp.topicAssetIdToProgress[314973].percentComplete}}% complete
Course Progress Best Score
Lesson 1 - What Is the Role of the Customer Service Manager? Score: {{cp.lessonAssetIdToProgress[56935].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[56935].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[56935].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[56935].bestScoreQuestions}}  Take Quiz Optional
Lesson 2 - Interpersonal Skills for Customer Service Managers Score: {{cp.lessonAssetIdToProgress[56940].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[56940].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[56940].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[56940].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 - 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 5 - Coaching a Telephone Customer Service Team Score: {{cp.lessonAssetIdToProgress[58055].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[58055].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[58055].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[58055].bestScoreQuestions}}  Take Quiz Optional
Lesson 6 - Managing Your Customer Service Team Score: {{cp.lessonAssetIdToProgress[56937].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[56937].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[56937].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[56937].bestScoreQuestions}}  Take Quiz Optional
Lesson 7 - How to Empower & Improve Customer Service Teams Score: {{cp.lessonAssetIdToProgress[314975].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[314975].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[314975].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[314975].bestScoreQuestions}}  Take Quiz Optional
Lesson 8 - 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 9 - 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
Week {{::cp.getGoalWeekForTopic(9, 15)}}
Ch 10. Team Building in Customer Service {{cp.topicAssetIdToProgress[314977].percentComplete}}% complete
Course Progress Best Score
Lesson 1 - The Stages of Team Development Score: {{cp.lessonAssetIdToProgress[52452].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[52452].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[52452].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[52452].bestScoreQuestions}}  Take Quiz Optional
Lesson 2 - 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 3 - How to Incorporate Daily Team Building at Work Score: {{cp.lessonAssetIdToProgress[314979].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[314979].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[314979].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[314979].bestScoreQuestions}}  Take Quiz Optional
Lesson 4 - Communicating in Team-Based Organizations Score: {{cp.lessonAssetIdToProgress[18911].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[18911].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[18911].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[18911].bestScoreQuestions}}  Take Quiz Optional
Week {{::cp.getGoalWeekForTopic(10, 15)}}
Ch 11. Important Customer Service Skills {{cp.topicAssetIdToProgress[314981].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 - Important Soft Skills for Good Customer Service Score: {{cp.lessonAssetIdToProgress[57874].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[57874].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[57874].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[57874].bestScoreQuestions}}  Take Quiz Optional
Lesson 3 - Soft Skills for Internal Customer Service Score: {{cp.lessonAssetIdToProgress[57881].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[57881].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[57881].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[57881].bestScoreQuestions}}  Take Quiz Optional
Lesson 4 - Interpersonal Interaction: Skills & Definition Score: {{cp.lessonAssetIdToProgress[5331].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[5331].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[5331].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[5331].bestScoreQuestions}}  Take Quiz Optional
Lesson 5 - Maintaining a Positive Attitude in Customer Service Score: {{cp.lessonAssetIdToProgress[58057].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[58057].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[58057].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[58057].bestScoreQuestions}}  Take Quiz Optional
Lesson 6 - What is Stress Management? - Definition & Benefits Score: {{cp.lessonAssetIdToProgress[69180].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[69180].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[69180].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[69180].bestScoreQuestions}}  Take Quiz Optional
Lesson 7 - The Role of Emotional Intelligence in Customer Service Score: {{cp.lessonAssetIdToProgress[57875].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[57875].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[57875].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[57875].bestScoreQuestions}}  Take Quiz Optional
Lesson 8 - The Importance of Knowing Your Products & Services Score: {{cp.lessonAssetIdToProgress[59825].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[59825].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[59825].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[59825].bestScoreQuestions}}  Take Quiz Optional
Week {{::cp.getGoalWeekForTopic(11, 15)}}
Ch 12. Conflict Resolution Strategies in Customer Service {{cp.topicAssetIdToProgress[314983].percentComplete}}% complete
Course Progress Best Score
Lesson 1 - 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 2 - Techniques for Resolving Customer Complaints Score: {{cp.lessonAssetIdToProgress[65150].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65150].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[65150].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65150].bestScoreQuestions}}  Take Quiz Optional
Lesson 3 - Customer Service Problem Solving: Process & Example Score: {{cp.lessonAssetIdToProgress[314985].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[314985].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[314985].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[314985].bestScoreQuestions}}  Take Quiz Optional
Lesson 4 - Empathy in Customer Service Score: {{cp.lessonAssetIdToProgress[216059].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[216059].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[216059].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[216059].bestScoreQuestions}}  Take Quiz Optional
Lesson 5 - Overcoming Obstacles in Customer Service Score: {{cp.lessonAssetIdToProgress[58061].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[58061].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[58061].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[58061].bestScoreQuestions}}  Take Quiz Optional
Week {{::cp.getGoalWeekForTopic(12, 15)}}
Ch 13. Telephone Customer Service {{cp.topicAssetIdToProgress[314987].percentComplete}}% complete
Course Progress Best Score
Lesson 1 - Call Centers: Definition & Types Score: {{cp.lessonAssetIdToProgress[65147].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65147].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[65147].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65147].bestScoreQuestions}}  Take Quiz Optional
Lesson 2 - Telephone Customer Service: Taking Messages & Leaving Voicemails Score: {{cp.lessonAssetIdToProgress[155929].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[155929].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[155929].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[155929].bestScoreQuestions}}  Take Quiz Optional
Lesson 3 - Telephone Customer Service: Challenges & Tips Score: {{cp.lessonAssetIdToProgress[58053].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[58053].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[58053].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[58053].bestScoreQuestions}}  Take Quiz Optional
Lesson 4 - Suggestive Selling Techniques for Telephone Customer Service Score: {{cp.lessonAssetIdToProgress[58060].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[58060].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[58060].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[58060].bestScoreQuestions}}  Take Quiz Optional
Week {{::cp.getGoalWeekForTopic(13, 15)}}
Ch 14. Written Customer Service {{cp.topicAssetIdToProgress[314989].percentComplete}}% complete
Course Progress Best Score
Lesson 1 - Using Instant Messaging & Chat in Customer Service Score: {{cp.lessonAssetIdToProgress[57879].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[57879].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[57879].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[57879].bestScoreQuestions}}  Take Quiz Optional
Lesson 2 - Why Choose Emails for Customer Service? Score: {{cp.lessonAssetIdToProgress[65665].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65665].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[65665].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65665].bestScoreQuestions}}  Take Quiz Optional
Lesson 3 - Shortcuts for Customer Service Emails Score: {{cp.lessonAssetIdToProgress[65669].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65669].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[65669].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65669].bestScoreQuestions}}  Take Quiz Optional
Lesson 4 - Writing Skills in Customer Support Tickets & Emails Score: {{cp.lessonAssetIdToProgress[57878].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[57878].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[57878].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[57878].bestScoreQuestions}}  Take Quiz Optional
Lesson 5 - How to Write a Customer Service Email Score: {{cp.lessonAssetIdToProgress[65670].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65670].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[65670].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65670].bestScoreQuestions}}  Take Quiz Optional
Lesson 6 - How to Avoid Common Customer Service Email Mistakes Score: {{cp.lessonAssetIdToProgress[65671].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65671].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[65671].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65671].bestScoreQuestions}}  Take Quiz Optional
Week {{::cp.getGoalWeekForTopic(14, 15)}}
Ch 15. Customer Service Metrics {{cp.topicAssetIdToProgress[314991].percentComplete}}% complete
Course Progress Best Score
Lesson 1 - Customer Service Metrics: Definition & Types Score: {{cp.lessonAssetIdToProgress[65143].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65143].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[65143].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65143].bestScoreQuestions}}  Take Quiz Optional
Lesson 2 - Choosing Metrics for Customer Service Operations Score: {{cp.lessonAssetIdToProgress[65767].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65767].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[65767].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65767].bestScoreQuestions}}  Take Quiz Optional
Lesson 3 - How to Prepare for Gathering Customer Service Metrics Score: {{cp.lessonAssetIdToProgress[65768].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65768].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[65768].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65768].bestScoreQuestions}}  Take Quiz Optional
Lesson 4 - Quality Metrics in Customer Service Score: {{cp.lessonAssetIdToProgress[65770].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65770].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[65770].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65770].bestScoreQuestions}}  Take Quiz Optional
Lesson 5 - Financial Metrics & Customer Service Score: {{cp.lessonAssetIdToProgress[65771].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65771].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[65771].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65771].bestScoreQuestions}}  Take Quiz Optional
Lesson 6 - Operational Metrics & Customer Service Score: {{cp.lessonAssetIdToProgress[65772].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65772].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[65772].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65772].bestScoreQuestions}}  Take Quiz Optional
Lesson 7 - Representative Activity & Team Efficiency Metrics in Customer Service Score: {{cp.lessonAssetIdToProgress[65773].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65773].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[65773].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65773].bestScoreQuestions}}  Take Quiz Optional
Lesson 8 - Metrics for Analyzing Call Center Performance Score: {{cp.lessonAssetIdToProgress[58047].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[58047].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[58047].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[58047].bestScoreQuestions}}  Take Quiz Optional
Lesson 9 - Churn Prevention Metrics for Customer Service Score: {{cp.lessonAssetIdToProgress[65774].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65774].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[65774].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65774].bestScoreQuestions}}  Take Quiz Optional
Lesson 10 - Product Development Metrics & Customer Service Score: {{cp.lessonAssetIdToProgress[65775].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65775].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[65775].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65775].bestScoreQuestions}}  Take Quiz Optional
Lesson 11 - How to Interpret & Improve Customer Service Metrics Score: {{cp.lessonAssetIdToProgress[65144].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65144].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[65144].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65144].bestScoreQuestions}}  Take Quiz Optional
Lesson 12 - Building Improvement Plans with Customer Service Metrics Score: {{cp.lessonAssetIdToProgress[65778].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65778].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[65778].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65778].bestScoreQuestions}}  Take Quiz Optional

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