Login

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.
Create An Account
To Start This Course Today
Used by over 30 million students worldwide
Create An Account
Try it free for 5 days

15 chapters in Business 201: Customer Service

Ch 1. Customer Service Overview {{cp.topicAssetIdToProgress[314947].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
Lesson 2 - Customer Relations: Definition & Concept 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
Lesson 4 - Social Media in Customer Relationship Management 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
Lesson 6 - Implementing Customer Relationship Management 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
Lesson 8 - Relationship Selling vs. Traditional Methods: Definition and Purpose Score: {{cp.lessonAssetIdToProgress[1581].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[1581].bestScoreQuestions}}  Take Quiz Optional
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
Lesson 2 - Understanding the Marketplace & Customer Needs 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
Lesson 4 - What Is Needs Assessment? - Definition & Examples 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
Lesson 6 - Methods for Predicting Customer Needs 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
Course Progress Best Score
Lesson 1 - Proactive Customer Service: Definition & Benefits 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
Lesson 3 - Getting to Know Your New Customer 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
Lesson 5 - Using Surveys to Anticipate Customer Needs 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
Lesson 7 - The Importance of Staying Relevant in the Marketplace 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
Course Progress Best Score
Lesson 1 - Customer Feedback: Definition, Uses & Importance 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
Lesson 3 - How to Recognize & Analyze Patterns in Customer Feedback 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
Lesson 5 - Measuring Customer Satisfaction to Improve Retention 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
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
Lesson 2 - Interpersonal Skills for Customer Service Managers 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
Lesson 4 - Coaching Customer Service Skills: Role of the Team Leader 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
Lesson 6 - Managing Your Customer Service Team 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
Lesson 8 - Strategies for Motivating Customer Service Teams 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
Course Progress Best Score
Lesson 1 - Essential Skills for Customer Service Personnel 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
Lesson 3 - Soft Skills for Internal Customer Service 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
Lesson 5 - Maintaining a Positive Attitude in Customer Service 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
Lesson 7 - The Role of Emotional Intelligence in Customer Service 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
Course Progress Best Score
Lesson 1 - Customer Service Metrics: Definition & Types 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
Lesson 3 - How to Prepare for Gathering Customer Service Metrics 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
Lesson 5 - Financial Metrics & Customer Service 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
Lesson 7 - Representative Activity & Team Efficiency Metrics in Customer Service 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
Lesson 9 - Churn Prevention Metrics for Customer Service 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
Lesson 11 - How to Interpret & Improve Customer Service Metrics 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

Earning College Credit

Did you know… We have over 95 college courses that prepare you to earn credit by exam that is accepted by over 2,000 colleges and universities. You can test out of the first two years of college and save thousands off your degree. Anyone can earn credit-by-exam regardless of age or education level.

To learn more, visit our Earning Credit Page

Transferring credit to the school of your choice

Not sure what college you want to attend yet? Study.com has thousands of articles about every imaginable degree, area of study and career path that can help you find the school that's right for you.

Support