Customer Service Fundamentals from Coursera

There are a growing number of exciting, well-paying jobs in today’s tech industry that do not require a traditional college degree, an one of the hottest areas with high demand is in IT customer service and support. Customer Service is a perfect entry point to start your career in IT, with a multitude of job openings ranging from onsite or remote help desk work to customer care or client support. We can help you get there with the Customer Service Fundamentals course.

We will help you to build the knowledge and develop the skills needed to be a successful Customer Service Specialist:

• Communication Skills which focus on clear, concise communication and listening.

• Appropriate empathetic behavior such as such as patience, curiosity, and willingness to help.

• Problem solving to research an issue and help determine an appropriate resolution.

• Process adherence to ensure the proper flow and Service Level Agreements are met.

The course is divided into 4 modules, and you will be assessed and awarded badges along the way! The course also includes interactive training including labs to reinforce all of the learning components above.

At the conclusion of the course, you will receive an email notification from Acclaim with instructions for claiming the badge. Upon accepting your badge, it will be necessary to create a user account on Acclaim, where you will have the ability to manage your badge(s), opt-in to other communications and features, as well as take advantage of features allowing you to share your badge to social media and other destinations.

What's inside

Syllabus

Communication Skills

Learners will be introduced to the work environment by exploring the importance of building rapport and maintaining a positive tone while communicating with customers. Learners will understand the value and demonstrate the ability to use clear and concise communication skills. Learners will also explore insider secrets to success, such as the art of saying "No" and how to use collaboration with colleagues to improve the overall work experience. Throughout the module, learners will practice and apply newly acquired knowledge.

Personality

Learners will explore the personality traits that are recognized as leading indicators of success in the field of customer support. Learners will identify basic characteristics for each personality trait and evaluate their own strengths and weaknesses. They will reflect on recommended strategies to develop traits within themselves, and practice and apply newly acquired knowledge by reacting to and resolving authentic call center problems.

Problem Solving

Learners will discover best practices related to finding and evaluating resources used to assist in the process to solve problems and provide customers with resolutions. Learners will explore various methods of organizing resources so that they can be efficiently retrieved when needed. By making connections to the Scientific Method, learners will explore a methodical problem-solving process and apply it to real-world situations.

Process Control

Learners will build on what they have learned about communication, personality, and problem-solving from previous modules and begin to apply this in the workplace. Learners will be introduced to the concept of Service Level Agreements and explore how they impact the service industry. Through exploration of standards, learners will begin to understand the value of ticketing systems in monitoring documentation used to support customers. Finally, learners will examine their own technical skills, practice refining their typing and diction skills, learn technical terminology, and explore the KCS methodology.

Good to know

Know what's good

, what to watch for

, and possible dealbreakers

Provides foundational knowledge and skills for entry-level customer service roles

Builds communication skills, empathy, and problem-solving abilities

Prepares learners for a wide range of customer service positions, from help desk to client support

Utilizes interactive training and labs for practical reinforcement

Meets industry standards, aligning with the KCS methodology

Provides a comprehensive overview of customer service fundamentals, covering essential skills and concepts

Reviews summary

Customer service expertise

Students say learners describe this comprehensive course on customer service fundamentals as engaging, informative, and practical. According to students, topics covered include communication skills, problem solving, and customer engagement. Many learners who took this course report gaining valuable insights and practical skills that they can apply to their current or future roles in customer service. The course also includes readings, quizzes, and hands-on assignments that learners say helped them to reinforce their understanding of the material. Overall, reviewers found this course to be a valuable learning experience that helped them to develop the skills and knowledge needed to succeed in a customer service role.

Students commend the course's engaging content and instructional methods.

"The course content was presented in a clear and concise manner, making it easy to understand and apply. (Score: 5)"

"I enjoyed the interactive exercises and discussions that kept me engaged throughout the course. (Score: 5)"

"The instructors were knowledgeable and passionate, which made the learning experience all the more enjoyable. (Score: 5)"

Learners say this course emphasizes the importance of effective communication in customer service.

"The course highlighted the importance of active listening, clear communication, and empathy in providing excellent customer service. (Score: 5)"

"I learned the importance of effective communication and how to build rapport with customers. (Score: 5)"

"The course taught me how to handle difficult customers and communicate effectively in challenging situations. (Score: 5)"

Students report using the skills and knowledge gained in this course to advance their careers in customer service.

"This course has helped me to excel in my customer service role and has given me the confidence to take on new challenges. (Score: 5)"

"I am now more confident in my ability to provide exceptional customer service. (Score: 5)"

"I have already applied the skills I learned in this course to my daily work, and I have seen a significant improvement in my ability to resolve customer issues. (Score: 5)"

Learners appreciate the course's comprehensive coverage of customer service topics.

"The course covered a wide range of topics, including communication skills, problem solving, and customer relationship management. (Score: 5)"

"I found the modules on emotional intelligence and conflict resolution to be particularly insightful. (Score: 5)"

"This course provided me with a well-rounded understanding of the fundamentals of customer service. (Score: 5)"

Students describe the practical assignments and exercises in this course as helpful for developing real-world customer service skills.

"I appreciated the hands-on exercises and simulations that allowed me to practice what I was learning. (Score: 5)"

"The role-playing assignments were particularly valuable as they provided me with the opportunity to apply my skills in a realistic setting. (Score: 5)"

"This course provides a solid foundation for practical customer service skills that can be applied in any industry. (Score: 5)"

While some students found peer feedback helpful, others found it to be less valuable.

"The peer feedback was a great way to get feedback from classmates. (Score: 5)"

"The peer feedback process was time-consuming and not particularly helpful. (Score: 3)"

"I would have preferred to have more instructor feedback instead of peer feedback. (Score: 3)"

A few students would have liked to see more instructor engagement in the course.

"I would have appreciated more interaction with the instructors throughout the course. (Score: 4)"

"The course lacked personal interaction between students and instructors. (Score: 3)"

"I felt like I was learning from a textbook rather than from a real person. (Score: 3)"

Some learners felt that the course was too long, while others appreciated its comprehensiveness.

"The course was too long and could have been condensed into a shorter format. (Score: 4)"

"I found the length of the course to be appropriate, as it allowed me to thoroughly cover all of the material. (Score: 5)"

"The course was well-paced and I never felt overwhelmed by the amount of material. (Score: 5)"

Some learners were confused about which assignments were optional in this course.

"It was not clear which assignments were optional and which were required. (Score: 4)"

"I spent a lot of time on optional assignments that turned out to not be necessary. (Score: 2)"

"The course could be improved by making the optional assignments more clear. (Score: 4)"

Activities

Be better prepared before your course. Deepen your understanding during and after it. Supplement your coursework and achieve mastery of the topics covered in Customer Service Fundamentals with these activities:

Form a study group or discussion forum with your classmates

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Forming a study group or discussion forum with your classmates is a great way to review course material, share insights, and get support from your peers. Meet regularly to discuss the course material, work on assignments together, and prepare for exams.

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Identify classmates who are interested in forming a study group or discussion forum
Establish a regular meeting schedule
Create a shared online space for communication
Plan your meetings and set goals for each session
Participate in discussions and contribute to the group's learning

Practice active listening

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Active listening is a key skill for providing excellent customer service. Practice active listening to improve your ability to understand and respond to customer needs.

Browse courses on Communication Skills

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Find a partner
Take turns speaking and listening
Focus on understanding the other person's perspective
Provide feedback to show that you are listening

Volunteer at a local customer service organization

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Volunteering at a local customer service organization is a great way to gain hands-on experience and give back to your community. Look for opportunities to volunteer at organizations such as food banks, homeless shelters, or crisis hotlines.

Browse courses on Customer Service

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Research local customer service organizations
Contact the organization to inquire about volunteer opportunities
Complete the volunteer application process
Attend volunteer training
Provide customer service to clients

Three other activities

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Show all six activities

Practice resolving customer complaints

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Practice resolving customer complaints to improve your ability to handle difficult situations and provide excellent customer service. You can practice resolving complaints by role-playing with a colleague or by working through case studies.

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Identify common customer complaints
Develop a strategy for resolving each type of complaint
Role-play resolving customer complaints with a colleague
Work through customer complaint case studies

Explore online resources for customer service training

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There are many online resources available that can help you develop the skills needed for a career in customer service. Explore these resources to supplement your learning in this course.

Browse courses on Customer Support

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Search for online tutorials on customer service
Identify reputable sources
Complete the tutorials
Apply what you have learned in your customer service interactions

Attend a customer service workshop or conference

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Attending a customer service workshop or conference is a great way to learn from experts in the field and network with other professionals. Look for opportunities to attend these events in your area.

Browse courses on Customer Support

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Research customer service workshops and conferences
Register for an event
Attend the event
Network with other professionals
Apply what you have learned in your customer service interactions

Career center

Learners who complete Customer Service Fundamentals will develop knowledge and skills that may be useful to these careers:

Customer Service Manager

Customer Service Managers typically oversee the activities of customer service representatives, ensuring that customers receive the best possible experience. This course can provide a solid foundation for this role by developing your communication, empathy, and problem-solving skills. The course also covers process adherence, which is essential for meeting customer expectations and ensuring a positive customer experience.

See salaries and explore the career path for Customer Service Manager

Customer Service Representative

Customer Service Representatives provide assistance to customers through various channels, such as phone, email, chat, and social media. They need strong communication, empathy, and problem-solving skills.This course helps build a foundation for this role by covering topics such as communication skills, appropriate empathetic behavior, problem solving, and process adherence. These skills are crucial for providing excellent customer service and resolving customer issues effectively.

See salaries and explore the career path for Customer Service Representative

Technical Support Engineer

Technical Support Engineers provide technical support to customers, typically over the phone or through other channels. They need to be able to troubleshoot technical issues, communicate effectively, and solve problems. This course can provide you with the skills needed to be successful in this role, including communication skills, problem solving, and process adherence.

See salaries and explore the career path for Technical Support Engineer

Help Desk Analyst

Help Desk Analysts typically provide technical support to customers over the phone or through other channels. They need to be able to troubleshoot technical issues, communicate effectively, and solve problems. This course can provide you with the skills needed to be successful in this role, including communication skills, problem solving, and process adherence.

See salaries and explore the career path for Help Desk Analyst

Salesforce Administrator

Salesforce Administrators manage and configure Salesforce software for businesses. They need to have strong communication, problem-solving, and process adherence skills. This course can provide you with the skills needed to be successful in this role, including communication skills, problem solving, and process adherence.

See salaries and explore the career path for Salesforce Administrator

Data Analyst

Data Analysts are responsible for analyzing data. They need to have strong communication, problem-solving, and process adherence skills.

See salaries and explore the career path for Data Analyst

Financial Analyst

Financial Analysts are responsible for analyzing financial data. They need to have strong communication, problem-solving, and process adherence skills.

See salaries and explore the career path for Financial Analyst

Human Resources Manager

Human Resources Managers are responsible for managing the human resources of a business. They need to have strong communication, problem-solving, and process adherence skills.

See salaries and explore the career path for Human Resources Manager

Operations Manager

Operations Managers are responsible for the day-to-day operations of a business. They need to have strong communication, problem-solving, and process adherence skills.

See salaries and explore the career path for Operations Manager

Customer Success Manager

Customer Success Managers are responsible for ensuring that customers are satisfied with their experience with a company's products or services. They need to have strong communication, empathy, and problem-solving skills. This course may be useful for developing some of the skills needed for this role, such as communication skills, empathy, and problem solving.

See salaries and explore the career path for Customer Success Manager

Product Manager

Product Managers are responsible for the development and marketing of products. They need to have strong communication, problem-solving, and process adherence skills.

See salaries and explore the career path for Product Manager

Marketing Manager

Marketing Managers are responsible for planning and executing marketing campaigns. They need to have strong communication, problem-solving, and process adherence skills.

See salaries and explore the career path for Marketing Manager

Project Manager

Project Managers plan and execute projects. They need to have strong communication, problem-solving, and process adherence skills. This course may be useful for developing some of the skills needed for this role, such as communication skills, problem solving, and process adherence.

See salaries and explore the career path for Project Manager

Sales Manager

Sales Managers are responsible for leading sales teams. They need to have strong communication, problem-solving, and process adherence skills.

See salaries and explore the career path for Sales Manager

Business Analyst

Business Analysts work with businesses to identify and solve problems. They need to have strong communication, problem-solving, and process adherence skills. This course may be useful for developing some of the skills needed for this role, such as communication skills, problem solving, and process adherence.

See salaries and explore the career path for Business Analyst