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Introduction to Customer Service
  • Level Foundation
  • Duration 19 hours
  • Course by CVS Health
  • Offered by

About

The Introduction to Customer Service course presents an in-depth look at communication, time management and de-escalation needed for a career in customer service. This course presents frameworks for communication, time management and problem-solving that allow you to improve your skills immediately and to evaluate customer service interactions. In addition, hands-on activities and community observations and projects are a part of this course, allowing you to get a real-world idea of key areas of customer service happening in your community. 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 No prior experience in customer service is necessary to be successful in this course.

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: Introduction to Customer Service
  • Introduction to Your Instructor - Ricky

2 Readings

  • Course Syllabus
  • How to Be Successful in this Course

Characteristics of positive communication

    • 7 Videos
    • 1 Readings
    • 1 Assignment
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1 Assignment

  • Practice Quiz: Characteristics of Positive Communication

7 Videos

  • Introduction: Customer Service Communication with Empathy
  • Five Characteristics of Positive Communication
  • Keep it Simple
  • Be Positive
  • Practice Active Listening
  • Avoid Interruptions
  • Verify Understanding

1 Readings

  • Summary: Characteristics of Positive Communication

Greetings

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

2 Assignment

  • Activity: Evaluate a Greeting
  • Practice Quiz: Greetings

1 Discussions

  • Discussion: Greetings

5 Videos

  • Introduction: Greetings
  • Creating Great Greetings
  • Evaluating Greetings
  • Creating Great Closings
  • Evaluating Closings

1 Readings

  • Summary: Greetings

The Difference in Negative and Positive Responses

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

1 Assignment

  • Practice Quiz: The Difference in Negative and Positive Responses

5 Videos

  • Positive and Negative Responses
  • Hear from: Denielle Booth
  • How to Turn a Negative Response into a Positive Response
  • Framework for Creating Positive Responses
  • Applying the Meet, Greet, Solve framework

1 Readings

  • Summary: The Difference in Negative and Positive Responses

Using Empathy with Customers

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

2 Assignment

  • Practice Quiz: Using Empathy with Customers
  • Graded Quiz: Customer Service Communication with Empathy

1 Discussions

  • Pre-Quiz Discussion

4 Videos

  • Empathy
  • Customer Service Interactions with Empathy
  • Applying Empathy
  • Weekly Review: Customer Service Communication with Empathy

1 Readings

  • Summary: Using Empathy with Customers

Introduction to Active Listening

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

1 Assignment

  • Practice Quiz: Introduction to Active Listening

4 Videos

  • Introduction: Active Listening with Customers
  • Active Listening
  • How to Actively Listen
  • Applying Active Listening

2 Readings

  • Dos and Don'ts of Active Listening
  • Summary: Introduction to Active Listening

Active listening cues

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

1 Assignment

  • Practice Quiz: Active Listening Cues

6 Videos

  • Cues in Communication
  • Verbal Cues
  • Applying Verbal Cues
  • Non-Verbal Cues
  • Applying Non-Verbal Cues
  • How to Encourage Customer Engagement

1 Readings

  • Summary: Active Listening Cues

How to verify understanding

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

1 Assignment

  • Practice Quiz: How to Verify Understanding

2 Videos

  • Verifying Understanding
  • Applying Verifying Understanding

1 Readings

  • Summary: How to Verify Understanding

How to ask clarifying questions

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

1 Assignment

  • Practice Quiz: How to Ask Clarifying Questions

4 Videos

  • What are Clarifying Questions
  • Hear from: Cory McLaren
  • Model for a Clarifying Question
  • Applying Clarifying Questions

1 Readings

  • Summary: How to Ask Clarifying Questions

Applying active listening

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

1 Assignment

  • Graded Quiz: Active Listening with Customers

2 Discussions

  • Pre-Quiz Discussion
  • Active Listening

2 Videos

  • Introduction to Simulations
  • Weekly Review: Active Listening with Customers

Introduction to problem-solving with customers

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

1 Assignment

  • Practice Quiz: Problem Solving in Customer Service

4 Videos

  • Introduction: Problem Solving in Customer Service
  • What is Problem Solving in Customer Service
  • Techniques Used in Problem Solving in Customer Service
  • Applying Problem Solving in Customer Service

1 Readings

  • Summary: Problem Solving in Customer Service

Identifying Root Causes

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

2 Assignment

  • Practice Quiz: Identifying Root Causes
  • Practice Quiz: Using Problem Solving to Address Customer Concerns

1 Discussions

  • Root Cause Framework

3 Videos

  • What is a Root Cause and Why is it Important?
  • Steps to Identifying a Root Cause
  • Applying Root Cause Analysis

1 Readings

  • Summary: Identifying Root Causes

Policies and procedures in customer service

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

1 Assignment

  • Practice Quiz: Policies and Procedures in Customer Service

1 Videos

  • Introduction to the Importance of Following Policies and Procedures

2 Readings

  • Following Policies and Procedures Can Improve the Customer Experience
  • Summary: Policies and Procedures in Customer Service

Solving customer concerns

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

1 Assignment

  • Graded Quiz: Problem Solving in Customer Service

1 Discussions

  • Pre-Quiz Discussion

2 Videos

  • Introduction to Simulations
  • Weekly Review: Problem Solving in Customer Service

Introduction to time management

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

1 Assignment

  • Practice Quiz: Introduction to Time Management

4 Videos

  • Introduction: Effective Time Management
  • What is Time Management?
  • Time Management Strategies in Customer Service
  • Applying Time Management Strategies

1 Readings

  • Summary: Introduction to Effective Time Management

Metrics for time management

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

1 Assignment

  • Practice Quiz: Metrics for Time Management

3 Videos

  • What are Metrics?
  • Common Metrics Used to Evaluate Customer Service Representatives
  • Explore Ways to Improve Time Management Metrics

1 Readings

  • Summary: Metrics for Time Management

Prioritization

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

2 Assignment

  • Activity: Time Management in a Retail Environment
  • Practice Quiz: Prioritization

1 Discussions

  • Discussion: Time Management in a Retail Environment

3 Videos

  • Prioritization
  • Strategies in Prioritization
  • Applying Prioritization

1 Readings

  • Summary: Prioritization

Strategies for time management

    • 5 Videos
    • 1 Discussion
    • 1 PeerReview
    • 2 Plugin
    • 1 Assignment
Show info about module content

1 Assignment

  • Graded Quiz: Effective Time Management

1 Peer Review

  • Demonstrate Empathetic Customer Service to Inspire Trust

1 Discussions

  • Pre-Quiz Discussion

5 Videos

  • Introduction: Simulations
  • Introduction to Peer Reviews
  • Walkthrough Peer Review Steps
  • Weekly Review: Effective Time Management
  • Congratulations!

Auto Summary

Unlock the essentials of customer service with Coursera's "Introduction to Customer Service." This foundational course, ideal for beginners, delves into communication, time management, and de-escalation techniques crucial for a thriving customer service career. Through practical activities and real-world projects, you'll master positive customer interactions, conflict resolution, and retail transaction processing. Perfect for those new to the field, the course offers a comprehensive 1140-minute learning experience with a Starter subscription option, guided by expert instructors in Business & Management.

Ricky La
Instructor

Ricky La