Customer Service Management Courses Online for Credit
Students can find an abundance of free customer service courses online. Whether you hope to better understand customer needs, differences between customer service and customer care or the relationship between customer service and market research analysis, free courses are available to help. It's important to note, however, that most free online courses do not award college credit. For students seeking a low cost option that provides a pathway to credit, Study.com is a great solution. Our professors present concepts to students through resources such as engaging video lessons, transcripts, lesson quizzes and practice exams.
Study.com offers courses that closely examine the use of phones and email in customer service, ways to satisfy and retain customers and leadership in customer service management. Learn more about these concepts with the following customer service courses:
- Communication Skills for Customer Service - Students can learn about the critical communication skills that contribute to quality customer service.
- Qualities of Good Customer Service - Lessons in this course explore what sets good customer service apart from bad and the importance of effective customer service teams.
- Customer Service Manager Skills & Training - This course looks at the responsibilities of customer service managers and the role they play in customer service.
Customer Service Courses Online Free
Students interested in honing their customer service skills can take courses free of charge over the Internet, some of which are available through the OpenCourseWare (OCW) system. OCW enables students to download course materials and study in a self-paced manner without the pressure of grades, but college credit is not provided. Other institutions offer a variety of educational video lessons that can provide useful tips for attracting and keeping customers.
Massachusetts Institute of Technology (MIT)
MIT's OCW system makes it easy for anyone to access up to 2400 courses free of charge with no registration requirements. The courses fall under a variety of categories like business, fine arts, health and medicine and mathematics, with course options like project management, architectural design, speech communication and computational geometry. Most of MIT's OCW courses consist of downloadable lecture notes and assignments. These courses do not offer credits.
- Listening to the Customer is a graduate-level course dealing with market research based on a qualitative analysis of what the customer wants. Types of market research analysis include focus groups, surveys and interviews. This OCW course is intended to provide students with market research skills that are useful in many careers, including research and development, management, product management and advertising. Students can access PDF lecture notes and assignments and are pointed to recommended readings that include Customer Visits: Building a Better Market Focus and Churchill's Marketing Research.
Small Business Administration (SBA)
Prospective and current business owners, along with any person interested in learning how to start and operate a business, can benefit from the U.S. Small Business Administration's Learning Center. The SBA provides dozens of free online courses based on a person's desire to plan, launch, manage or grow a business. Free online courses teach marketing, savings plans for businesses, accounting and much more. No registration is required to access these courses.
- Customer Service is a course that provides a comprehensive introduction to customer service and explains its importance in business. Students will understand the definition and implementation of good customer service and discover tips and strategies for enhancing customer service in business. Topics explored in this course include customer complaints, ethics, loyalty programs and social media presence. Learning materials include a 30-minute video and course transcript.
Monterey Institute of International Studies
The Monterey Institute of International Studies, now known as the Middlebury Institute of International Studies at Monterey (MIIS), offered a course called Art of Failure, which examined the concepts of success and failure under a variety of circumstances, including business. While this course was not offered for free, students can access a free video lecture presented in the course that discussed failure as it relates to customers.
- Failure, Customer Discovery and Development is about one hour in length and features a lecture by University of California - Berkeley professor, Steve Blank. The instructor discusses entrepreneurship and emphasizes the importance of recognizing who the customer base is in order for a start-up business to be successful. The video is available free of charge on YouTube.
The Open University
The Open University provides free access to online courses through its learning platform, OpenLearn, which offers students the opportunity to study health, education, business, politics, science and many more subjects at their own pace. While OpenLearn courses do not offer credits, they provide a comprehensive learning experience. In addition to courses, OpenLearn offers informative articles covering numerous topics. The following articles help students gain a deeper understanding of customer service.
- Customer Service: Expert's Corner with Professor Sally Dibb offers an intermediate-level reading on the basics of customer service. Sally Dibb explores customer relationship management (CRM), the ethical consumer, how globalization impacts CRM and personal privacy as it relates to customer data. The content is presented as written text and free to read at any time.
- Keep on Trucking Customer Service provides introductory-level reading on customer service methods. The reading states that although all businesses are part of some type of supply chain, the customer is always at the heart of this chain. The text comes with two visual charts that help demonstrate the principles of supply chains. Students exploring this reading can learn the difference between lean and agile supply chains and how they relate to a value chain.
Stanford University offers eCorner, a platform that shares articles, videos and other content from experts discussing innovation, startups, culture and strategy. The following are a few free eCorner videos focused on customer service.
- Customers Are Key briefly explores the importance of communicating with customers to sustain successful business ventures, particularly technology enterprises. The video also stresses not underestimating the intelligence of customers and making sure to communicate with customers sooner than later. Students can study these topics by watching a short video or downloading a transcript at no cost.
- Negotiating with Customers and Clients is a free lesson led by a CEO in the form of a video podcast. The video emphasizes that the majority of business deals take place with customers, making good customer service a vital ingredient. Additionally, students can learn some key strategies for successful negotiations, including gaining a good understanding of what customers want. A downloadable transcript is available to review the lesson in a text format.
- Value of Customer Service is a video lecture discussing the importance of customer service in growing a business. Students learn why businesses should not consider making cuts to customer service first when money is running low. Taught by an ex-CEO, this lesson is part of the Entrepreneurial Thought Leader Series. A text transcript is available as a PDF download.