Copyright

Communication Skills for Customer Service

Course Summary

Communication skills are vital to quality customer service. The lessons in this course are designed to help your employees improve their communication skills and enhance the service they provide your customers.
Create An Account
To Start This Course Today
Used by over 30 million students worldwide
Create An Account
Try it free for 5 days

6 chapters in Communication Skills for 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, 6)}}
Ch 1. Customer Service Skills {{cp.topicAssetIdToProgress[339975].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 - The Importance of Good Customer Service Score: {{cp.lessonAssetIdToProgress[58052].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[58052].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[58052].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[58052].bestScoreQuestions}}  Take Quiz Optional
Lesson 3 - 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 4 - Important Hard Skills for Customer Service Score: {{cp.lessonAssetIdToProgress[59823].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[59823].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[59823].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[59823].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 - 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
Lesson 7 - 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 8 - Practical Application: Assessing Customer Service Skills
Week {{::cp.getGoalWeekForTopic(1, 6)}}
Ch 2. Conflict Resolution for Customer Service {{cp.topicAssetIdToProgress[155925].percentComplete}}% complete
Course Progress Best Score
Lesson 1 - Effective Listening: Definition & Obstacles Score: {{cp.lessonAssetIdToProgress[18436].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[18436].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[18436].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[18436].bestScoreQuestions}}  Take Quiz Optional
Lesson 2 - Becoming a Better Listener: Tips & Strategies Score: {{cp.lessonAssetIdToProgress[18440].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[18440].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[18440].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[18440].bestScoreQuestions}}  Take Quiz Optional
Lesson 3 - Practical Application: Listening Skills Checklist for Supervisors
Lesson 4 - How to Handle Challenges in Customer Service Score: {{cp.lessonAssetIdToProgress[59829].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[59829].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[59829].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[59829].bestScoreQuestions}}  Take Quiz Optional
Lesson 5 - How to Personalize Customer Service Score: {{cp.lessonAssetIdToProgress[59827].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[59827].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[59827].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[59827].bestScoreQuestions}}  Take Quiz Optional
Lesson 6 - Resolving Customer Service Complaints & Conflict Score: {{cp.lessonAssetIdToProgress[56941].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[56941].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[56941].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[56941].bestScoreQuestions}}  Take Quiz Optional
Week {{::cp.getGoalWeekForTopic(2, 6)}}
Ch 3. Using Phones in Customer Service {{cp.topicAssetIdToProgress[155927].percentComplete}}% complete
Week {{::cp.getGoalWeekForTopic(3, 6)}}
Ch 4. Strategies for Customer Service over the Phone {{cp.topicAssetIdToProgress[339977].percentComplete}}% complete
Course Progress Best Score
Lesson 1 - 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 2 - Generating Customer Interest Over the Phone Score: {{cp.lessonAssetIdToProgress[58056].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[58056].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[58056].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[58056].bestScoreQuestions}}  Take Quiz Optional
Lesson 3 - 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
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
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(4, 6)}}
Ch 5. Email Strategies for Customer Service {{cp.topicAssetIdToProgress[577027].percentComplete}}% complete
Course Progress Best Score
Lesson 1 - Email as a Customer Service Strategy Score: {{cp.lessonAssetIdToProgress[65664].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65664].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[65664].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65664].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 - Marketing Opportunities from Customer Service Emails Score: {{cp.lessonAssetIdToProgress[65666].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65666].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[65666].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65666].bestScoreQuestions}}  Take Quiz Optional
Lesson 4 - 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 5 - 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 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
Lesson 7 - Writing Effective Emails in the Workplace: Formality, Content, Language and Format Score: {{cp.lessonAssetIdToProgress[15077].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[15077].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[15077].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[15077].bestScoreQuestions}}  Take Quiz Optional
Lesson 8 - Business Emails: Structure, Format & Tone Score: {{cp.lessonAssetIdToProgress[65668].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65668].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[65668].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65668].bestScoreQuestions}}  Take Quiz Optional
Lesson 9 - Practical Application: Assessing Communication Skills for Customer Service Emails
Week {{::cp.getGoalWeekForTopic(5, 6)}}
Ch 6. Stress Management for Customer Service {{cp.topicAssetIdToProgress[155931].percentComplete}}% complete
Course Progress Best Score
Lesson 1 - How to Deal with Stress in the Workplace Score: {{cp.lessonAssetIdToProgress[6984].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[6984].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[6984].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[6984].bestScoreQuestions}}  Take Quiz Optional
Lesson 2 - 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 3 - Stress Management: Techniques & Tips Score: {{cp.lessonAssetIdToProgress[69179].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[69179].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[69179].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[69179].bestScoreQuestions}}  Take Quiz Optional
Lesson 4 - How to Handle Difficult Customers & Manage Stress Score: {{cp.lessonAssetIdToProgress[336395].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[336395].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[336395].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[336395].bestScoreQuestions}}  Take Quiz Optional
Lesson 5 - Practical Application: Self-Assessing Workplace Stress

Earning College Credit

Did you know… We have over 160 college courses that prepare you to earn credit by exam that is accepted by over 1,500 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.

Practice Tests in this course
Check your knowledge of this course with a 50-question practice test. Once you take the test, you will receive a detailed exam report complete with your personal statistics and even specific lessons to focus on! Take the practice test now
Your detailed study guide will include:
  • Answers and detailed explanations to each question
  • Video lessons to explain complicated concepts
Course Practice Test
More practice by chapter
See practice tests for:
Support