Customer Service

The Customer Service Training Program introduces students to the fundamental concepts of customer service. Students learn what customer service is, why it is important, and what constitutes excellence in customer service. Students explore the personal qualities required for work in the field. The course trains students on the practical skills required by customer service professionals, and provides virtual, simulated scenarios in which to test their knowledge.

Developed with input from SkillsUSA industry partners including Lowe’s, Mosaic, Irwin and Toyota, this new online program trains students on the practical skills required by customer service professionals.

In 10 lesson levels, students learn what customer service is, why it is important and what constitutes excellent customer service. Through virtual, simulated scenarios, students test their knowledge and explore the qualities required for exceptional customer service skills in any field.

Note: This new customer service program aligns with the content of the Work Force Ready System Skill Connect Assessment.
For details, visit: www.workforcereadysystem.org

Customer Service (website)

  • On the right-hand side of the page, click the Self-enroll to the system button. The New Account page is displayed.
  • Complete all required fields (marked with a *) in the Enrollment key field
  • The class code is:  7z6e8
  • Click Create My New Account
  • Log in with your Username and PW

Work through each topic in order
Within the topics, the following process should be followed:

a. Download the lesson worksheet
b. Launch the online lesson. In each lesson you should:
     Read through the theory sections
     Complete the interactive scenario sections
     Complete the individual activities presented in the online lesson, and fill in the required answers on your worksheet
     Work in groups (no more than 3/group) to complete the group activities presented in the online lesson, and fill in the required answers on your worksheet
     Use the collaboration tools (Chat, Forum and Wiki) to interact with your classmates online (your messages are recorded & will be reviewed)
     Submit the completed worksheet via the topic's assignment

After completing work on all topics, launch the quiz, located at the bottom of the course page


Lessons:

Lesson 1:  Introduction to Customer Service
In this lesson you will be introduced to the basic concepts of customer service. Many of the ideas presented here will be familiar to you for the simple reason that you already have a lot of experience of being a customer.
This lesson includes the following topics:

  •  Defining a Customer
  •  Internal and External Customers
  •  Defining Customer Service
  •  The Importance of Customer Service
  •  Balancing Customer Interest vs. Company Interest


Lesson 2:  Personal Qualities Required for Customer Service
Lesson 3:  Personal Skills Required for Customer Service
Lesson 4:  Interpersonal Skills Required for Customer Service
Lesson 5:  Face-to-Face Communication Skills Required for Customer Service
Lesson 6:  Remote Communication Skills Required for Customer Service
Lesson 7:  Knowing Your Customer, Your Company and Your Products
Lesson 8:  The Customer Service Process
Lesson 9:  Handling Problems
Lesson 10:  Optimizing Customer Service
Quiz:  Customer Service Training Quiz