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Interacting with Customers
  • Level Foundation
  • Duration 22 hours
  • Course by CVS Health
  • Offered by

About

This course presents the different customer interactions that happen in a retail setting and allows you to experience real interactions through simulations and scenarios. Interactions examined include in-person, on the phone, or through social media. In addition, you will take your knowledge into the community to observe and evaluate interactions at any business that provides customer service. You will rate interactions by distinguishing between successful interactions and interactions that need improvement interactions as each type of interaction is presented. By the end of the course, you will be able to: - Create positive interactions with customers - De-escalate conflict with customers - Process retail transactions in real-world situations - Describe the different roles in retail customer service To be successful in this course, it is recommended that you complete the first course in this program.

Modules

Introduction to the program

    • 3 Videos
    • 2 Readings
    • 1 Discussion
Show info about module content

1 Discussions

  • Meet and Greet

3 Videos

  • Introduction: CVS Health Customer Service Professional Certificate
  • Course Overview: Interacting with Customers
  • Introduction to Your Instructor: Denielle

2 Readings

  • Interacting with Customers Course Syllabus
  • How to be Successful in this Course

Greeting Customers

    • 4 Videos
    • 1 Readings
    • 1 Assignment
Show info about module content

1 Assignment

  • Practice Quiz: Greeting Customers

4 Videos

  • Introduction: Greeting Customers
  • The Importance of Greetings
  • Strategies for Greeting Customers
  • Applying Greeting Customers

1 Readings

  • Summary: Greeting Customers

Creating Positive Customer Interactions

    • 3 Videos
    • 1 Readings
    • 1 Assignment
Show info about module content

1 Assignment

  • Practice Quiz: Creating Positive Customer Interactions

3 Videos

  • Interacting with Prospective Customers
  • Strategies for Interacting with Prospective Customers
  • Applying Creating Positive Customer Interactions

1 Readings

  • Summary: Creating Positive Interactions with Customers

Interactions with customers

    • 3 Videos
    • 1 Readings
    • 2 Discussion
    • 3 Assignment
Show info about module content

3 Assignment

  • Activity: Customer Service Observations
  • Practice Quiz: Interactions with Customers
  • Graded Quiz: Welcoming Customers

2 Discussions

  • Discussion: Customer Service Observations
  • Pre-Quiz Discussion

3 Videos

  • How to Apply Strategies to Customer Interactions
  • Real-world Examples of Strategies for Positive Customer Interactions
  • Weekly Review: Welcoming Customers

1 Readings

  • Summary: Interactions with Customers

Finding product details

    • 4 Videos
    • 1 Readings
    • 1 Discussion
    • 1 Assignment
Show info about module content

1 Assignment

  • Practice Quiz: Finding Product Details

1 Discussions

  • Discussion: Reflect on an Experience

4 Videos

  • Introduction: Meeting Customers' Needs
  • Introduction to Finding Product Details
  • Common Places to Find Product Details
  • Applying Finding Product Details

1 Readings

  • Summary: Finding Product Details

Building trust through product knowledge

    • 6 Videos
    • 1 Readings
    • 1 Discussion
    • 2 Plugin
    • 2 Assignment
Show info about module content

2 Assignment

  • Activity: Product Research
  • Practice Quiz: Building Trust through Product Knowledge

1 Discussions

  • Product Research

6 Videos

  • Building Trust with Customers
  • Build Customer Trust with Product Knowledge in Retail
  • Applying Building Trust with Product Knowledge in Retail
  • Build Customer Trust with Product Knowledge in Call Centers
  • Applying Building Trust with Product Knowledge in Call Centers
  • Introduction to Simulations

1 Readings

  • Summary: Building Trust through Product Knowledge

What successful customer service looks like

    • 6 Videos
    • 1 Readings
    • 1 Assignment
Show info about module content

1 Assignment

  • Practice Quiz: What Successful Customer Service Looks Like

6 Videos

  • Introduction: What Successful Customer Service Looks Like
  • Creating Successful Request Interactions
  • Creating Successful Question Interactions
  • Creating Successful Complaint Interactions
  • Creating Successful Compliment Interactions
  • Applying Successful Customer Service

1 Readings

  • Summary: What Successful Customer Service Looks Like

Strategies for cross-selling and upselling

    • 6 Videos
    • 1 Readings
    • 2 Discussion
    • 2 Assignment
Show info about module content

2 Assignment

  • Practice Quiz: Strategies for Cross-Selling and Upselling
  • Graded Quiz: Meeting Customers' Needs

2 Discussions

  • Discussion: Cross-Selling & Upselling
  • Pre-Quiz Discussion

6 Videos

  • Introduction: Cross-Selling and Upselling
  • Strategies to Cross-Sell
  • Strategies to Upsell
  • Applying the Elements of Cross-Selling and Upselling in Retail
  • Applying the Elements of Cross-Selling and Upselling in the Call Center
  • Weekly Review: Meeting Customers' Needs

1 Readings

  • Summary: Strategies for Cross-Selling and Upselling

Introduction to de-escalation

    • 8 Videos
    • 2 Readings
    • 1 Assignment
Show info about module content

1 Assignment

  • Practice Quiz: Introduction to De-escalation with Empathy

8 Videos

  • Introduction: De-escalation with Empathy
  • Verbal Indicators of Escalation
  • Identifying Verbal Escalations in Customer Encounters
  • Nonverbal Indicators of Escalation
  • Identifying Nonverbal Escalations in Customer Encounters
  • Preparing to De-escalate
  • Strategies for De-escalation
  • What to Do After a Difficult Customer Engagement

2 Readings

  • Customer Service Scripts - Example
  • Summary: Introduction to De-escalation with Empathy

Empathy and de-escalation

    • 3 Videos
    • 1 Readings
    • 1 Assignment
Show info about module content

1 Assignment

  • Practice Quiz: Empathy and De-escalation

3 Videos

  • The Importance of Empathy in Difficult Situations
  • Ways to Convey Empathy
  • Applying Empathy and De-escalation

1 Readings

  • Summary: Empathy and De-escalation

Collaboration in de-escalation

    • 4 Videos
    • 1 Readings
    • 1 Discussion
    • 2 Plugin
    • 2 Assignment
Show info about module content

2 Assignment

  • Practice Quiz: Collaboration in De-escalation
  • Graded Quiz: De-escalation with Empathy

1 Discussions

  • Pre-Quiz Discussion

4 Videos

  • Collaboration in De-Escalation
  • Applying Collaboration in De-escalation
  • Introduction to Simulations
  • Weekly Review: De-escalation with Empathy

1 Readings

  • Summary: Collaboration in De-escalation

Social Media Encounters

    • 3 Videos
    • 1 Readings
    • 1 Assignment
Show info about module content

1 Assignment

  • Practice Quiz: Social Media Encounters

3 Videos

  • Introduction: Professionalism in Social Media
  • Types of Social Media Encounters in Customer Service
  • Applying Social Media Encounters

1 Readings

  • Summary: Social Media Encounters

Social media best practices

    • 2 Videos
    • 1 Readings
    • 1 Assignment
Show info about module content

1 Assignment

  • Practice Quiz: Social Media Best Practices

2 Videos

  • Social Media Best Practices
  • Social Media Practices to Avoid

1 Readings

  • Summary: Social Media Best Practices

Creating Positive Customer Interactions

    • 3 Videos
    • 1 Readings
    • 2 Discussion
    • 2 Assignment
Show info about module content

2 Assignment

  • Practice Quiz: Social Media and Customers
  • Graded Quiz: Professionalism in Social Media

2 Discussions

  • Discussion: Social Media
  • Pre-Quiz Discussion

3 Videos

  • Potential Social Media Encounters with Customers
  • Reacting on Social Media
  • Applying Social Media and Customers

1 Readings

  • Summary: Social Media and Customers

Demonstrate People First Customer Care

    • 3 Videos
    • 1 PeerReview
Show info about module content

1 Peer Review

  • Demonstrate People First Customer Care

3 Videos

  • Introduction to Peer Reviews
  • Walkthrough Peer Review Steps
  • Weekly Review: Professionalism in Social Media

Prepare your social media presence

    • 3 Videos
    • 2 Readings
    • 1 Discussion
    • 1 Assignment
Show info about module content

1 Assignment

  • Activity: Create your LinkedIn Profile

1 Discussions

  • Share your LinkedIn Profile

3 Videos

  • Career Support Information
  • Hear from: Ricky La
  • Congratulations!

2 Readings

  • Create your LinkedIn Profile
  • Tips to Start Using LinkedIn

Auto Summary

"Interacting with Customers" is a foundational business and management course offered by Coursera, designed to enhance your customer service skills. Through simulations and real-world scenarios, you'll learn to create positive interactions, de-escalate conflicts, and process retail transactions. This 22-hour course also explores various customer service roles, making it ideal for retail professionals. Subscription options include Starter and Professional tiers.

Denielle Booth
Instructor

Denielle Booth