- Course type: Self-paced
- Available Lessons: 12
- Average Lesson Length: 8 min
Eligible for Certificate:
Certificates show that you have completed the course. They do not provide credit.
Watch a preview:chapter 1 / lesson 1Customer Service Department: Role & Tasks
Course SummaryQuality customer service is a cornerstone of any successful company. Use the lessons in this course to teach your employees the roles and goals of customer service and show how to set attainable customer service goals and objectives so they can help increase your company's customer satisfaction ratings.
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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
The chapters in this course are dedicated to helping you educate your employees on ways to offer quality customer service. Lessons explore the roles and duties of customer service to ensure employees understand what it takes to function as a customer service department, be proactive and exceed customer expectations. Instructors in the lessons also teach how to set goals and objectives as a customer service department. The lessons feature short quizzes that are great for testing employees' comprehension of concepts covered.
How It Works
This course is packed with resources you can use to enhance your corporate training sessions. Employees can view the videos as a group, or access them individually on their computers, smartphones or tablets. Transcripts can be accessed to review the lessons in their written form.
Here is a short list of training features you can utilize:
- Video timelines that allow employees to identify and skip to key topics with lessons
- Self-assessment quizzes that test employees' comprehension of the lessons
- A chapter exam on the roles and duties of customer service
- A chapter exam on setting goals and objectives
- A final exam that assesses employees' understanding of how to set customer service goals and objectives
How It Helps
- Strengthens work performance: This course helps your employees understand their roles as members of a customer service department, which can help strengthen their desire perform well in their position.
- Enhances customer relationships: As your employees learn how to become quality members of the customer service department, they can learn to better interact with customers, enhancing this relationship.
- Improves business operations: The lessons in this course provide access to theories, examples and strategies your employees can use to improve customer service and, in the long run, improve your business operations.
By the end of the chapter, employees will be able to understand:
- The roles and tasks of the customer service department
- Benefits of proactive customer service
- How to set and exceed customer expectations
- Locke's theory of goal setting and how to use goals to advance motivation
- Method used to set business department goals
- How customer service goals are formed and measured
- Ways that customer service managers set goals
- Customer service objectives and action plans
- The types and uses of customer service metrics
- Interpreting and improving customer service metrics
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