Customer Service Foundation from Udemy

Customer Service professionals need to know a whole lot more about the various ways of delivering services to the customers. It is no longer sufficient just to know the basics.

There have been so many changes in customer expectations and with service delivery, which is why we have created a completely new series of qualifications and certifications. The Customer Service Certification Pathway has been created to support students in their aim to gain relevant qualifications that practically apply to the ever-changing world of customer services.

The Customer Certification Pathway has three main parts: The Customer Service Foundation Program, Customer Service Intermediate Program, and the Customer Service Expert Program.

First, you need to complete the foundation level – The Customer Service Foundation Program which focuses on the fundamentals, general knowledge, terminology and basic concepts used in Customer Service. There is no examined component at this level. Completion of this program earns you 2 points toward your Customer Service Expert Certificate.

Next on the Certification Pathway is the Customer Service Intermediate Program which is made up of 8 courses. All Intermediate topics include (in no particular order):

·Communication Strategies

·Contact Centers

·Making Decision and Assertiveness

·Delivering presentations and Public Speaking

·Conflict Resolution

·Customer Relationship Management

·Sales

·Retail

From the eight Customer service Intermediate programs that are available, you will select a minimum of five programs to complete and progress to the Expert program, each Intermediate program will earn you 3 points toward your Customer Service Expert Certificate (minimum 17 points entry requirement). There is an examined component at this level. The exam consists of 50 multiple choice questions, related to the subjects you have chosen.

The next and final level is Customer Service Expert program. This is specifically aimed at Customer Service Supervisors and Managers who wish to consolidate their knowledge and experience and achieve formal recognition of their skills. There are two examined components for this program: three mandatory exercises and, one 20 questions multiple choice exam. This program is worth 5 points.

You must have a minimum of 22 points to achieve your expert certification.

Customer Service Foundation Program (2 points) + 5 x Customer Service Intermediate Programs (3 points each). Customer Service Expert Program (5 points) for a total of 22 Points.

Each course provides preparation for the exams and successful candidates receive a certificate.

Once you've completed the course, email our exam department at [email protected] to purchase your exam voucher and sit your final exam.

What's inside

Learning objectives

Identify the critical elements of customer service.
To be navigated through the tough mindset of first impressions.
Learn the importance of customer service

Learn the fundamentals of customer service
Be informed on handling complaints
Know how to set targets and goals

Identify the critical elements of customer service.
To be navigated through the tough mindset of first impressions.
Learn the importance of customer service
Learn the fundamentals of customer service
Be informed on handling complaints
Know how to set targets and goals

Syllabus

Introduction

Critical Elements of Customer Service

This lecture will discuss the definition of service and customer service.

This lecture will identify the components of customer service and discuss who your customers are.

Quiz One

First Impressions

This lecture will discuss making a first impression and having a "You are the Company" mentality.

This lecture will discuss presenting yourself as a first impression and the difference between listening and hearing.

This lecture will discuss active listening, barriers to communication, and the difference between human nature and customer skills.

Quiz Two

Why Bother?

This lecture will discuss what the business expects from customer service.

This lecture will discuss job satisfaction and the business responsibility of customer service.

Quiz Three

Fundamentals of Customer Service

This lecture will discuss the fundamentals of customer service, namely meeting expectations and responsive service.

This lecture will discuss the fundamentals of customer service, namely the reliable service.

This lecture will discuss the fundamentals of customer service, namely tangibles and going above and beyond.

Quiz Four

Handling Complaints

This lecture will discuss handling complaints and explaining the saying "The Customer is Always Right".

This lecture will talk about taking responsibility and problem solving in handling complaints in customer service.

Quiz Five

Target and Goal Setting

This lecture will talk about setting goals and standards in customer service.

This lecture will discuss consistency and improving your own customer service.

Quiz Six

Course Resources

This PDF file contains all the answers to all the quizzes in each section of this course.

Customer Service Foundation Certification

Now that you've finished your Udemy course, - you are eligible to sit your official Certification exam.

Certification is not mandatory.

Once you've completed the course, email our exam department at [email protected] to purchase your exam voucher and sit your final exam.

Exam access includes more information to better prepare for the exam including a workbook, sample exam plus the final exam.

Please include the course name in your email for us to send the correct information.

Any questions please contact [email protected]

You will receive a PDF certificate through your email upon passing the examination.

Good to know

Know what's good

, what to watch for

, and possible dealbreakers

Identifies components of customer service and discusses who customers are

Provides a foundation in customer service fundamentals such as meeting expectations and going above and beyond

Covers conflict resolution and handling complaints, which are essential skills for customer service professionals

Offers a comprehensive study of customer service, including strategy, communication, and sales

Provides a solid foundation for those looking to enhance their customer service skills

Taught by The Art of Service, who are recognized for their work in customer service

Reviews summary

Well-regarded customer service course

Learners say this customer service course is a worthwhile learning experience. Students laud the course's lectures and readability. Students would like to see more text and larger headlines in the lectures.

Course materials are easy to read.

Course lectures are well-crafted.

"in my opinion, if there was more text but the headlines in the lectures would be more helpful"

Students want to see more text in the lectures.

"in my opinion, if there was more text but the headlines in the lectures would be more helpful"

Students want to see larger headlines in the lectures.

"in my opinion, if there was more text but the headlines in the lectures would be more helpful"

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 Foundation with these activities:

Read 'Delivering Knock Your Socks Off Service'

Show steps

Review the basic principles of providing excellent customer service and set yourself up for success in this course.

View Managing Knock Your Socks Off Service on Amazon

Show steps

Purchase a copy of the book.
Read Chapters 1-3.
Take notes on the key points and concepts.
Summarize the main takeaways from each chapter.

Practice active listening and communication skills

Show steps

Practice active listening and communication skills to improve your interactions with customers.

Browse courses on Active Listening

Show steps

Identify a partner.
Take turns being the speaker and the listener.
Practice active listening techniques, such as nodding your head, making eye contact, and asking clarifying questions.
Provide constructive feedback to your partner.

Show all two activities

Career center

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

Customer Service Manager

A Customer Service Manager is responsible for the customer service experience of a company. They oversee a team of customer service representatives and ensure that customers are satisfied with the products or services that they have purchased. This course is useful because it teaches the fundamentals of customer service, such as how to handle complaints, set goals, and make a good first impression. This may be particularly useful because the course covers customer service certification, something which is often required of a Customer Service Manager.

See salaries and explore the career path for Customer Service Manager

Customer Service Supervisor

A Customer Service Supervisor is responsible for overseeing a team of customer service representatives and ensuring that they are providing excellent service to customers. They also handle customer complaints and resolve any issues that may arise. This course is useful for Customer Service Supervisors because it teaches the fundamentals of customer service, as well as how to handle complaints and set goals. This course also covers customer service certification, which may be required of a Customer Service Supervisor.

See salaries and explore the career path for Customer Service Supervisor

Customer Service Representative

A Customer Service Representative is responsible for providing excellent customer service to customers. They answer questions, resolve complaints, and process orders. This course is useful for Customer Service Representatives because it teaches the fundamentals of customer service, such as how to handle complaints, set goals, and make a good first impression. Additionally, this course covers customer relations management, which is imperative to the role of a Customer Service Representative.

See salaries and explore the career path for Customer Service Representative

Technical Support Specialist

A Technical Support Specialist is responsible for providing technical support to customers. They troubleshoot problems, answer questions, and provide instructions on how to use products or services. This course may be useful for Technical Support Specialists because it teaches the fundamentals of customer service, such as how to handle complaints, set goals, and make a good first impression. Additionally, this course covers topics such as communication strategies and customer relations management.

See salaries and explore the career path for Technical Support Specialist

Sales Associate

A Sales Associate is responsible for selling products or services to customers. They provide information about products, answer questions, and process orders. This course may be useful for Sales Associates because it teaches the fundamentals of customer service, such as how to handle complaints, set goals, and make a good first impression.

See salaries and explore the career path for Sales Associate

Receptionist

A Receptionist is responsible for greeting visitors, answering phones, and providing general administrative support. This course may be useful for Receptionists because it teaches the fundamentals of customer service, such as how to make a good first impression and how to handle complaints. Additionally, the course covers topics such as communication strategies and the role of listening in providing customer service.

See salaries and explore the career path for Receptionist

Account Manager

An Account Manager is responsible for managing relationships with clients. They provide support, resolve issues, and ensure that clients are satisfied with the products or services that they have purchased. This course may be useful for Account Managers because it teaches the fundamentals of customer service, such as how to handle complaints, set goals, and make a good first impression. Additionally, this course goes over topics such as sales and customer relations management.

See salaries and explore the career path for Account Manager

Marketing Manager

A Marketing Manager is responsible for developing and implementing marketing campaigns. They work with clients to identify their needs and develop strategies to reach their target audience. This course may be useful for Marketing Managers because it teaches the fundamentals of customer service, such as how to make a good first impression and how to handle complaints. Additionally, this course covers topics such as communication strategies and public speaking.

See salaries and explore the career path for Marketing Manager

Human Resources Manager

A Human Resources Manager is responsible for managing the human resources of an organization. They recruit, hire, and train employees. They also develop and implement policies and procedures. This course may be useful for Human Resources Managers because it teaches the fundamentals of customer service, such as how to make a good first impression and how to handle complaints. Additionally, this course covers topics such as delivering presentations and conflict resolution.

See salaries and explore the career path for Human Resources Manager

Public relations manager

A Public Relations Manager is responsible for managing the public relations of an organization. They work with the media, customers, and other stakeholders to build and maintain a positive image for the organization. This course may be useful for Public Relations Managers because it teaches the fundamentals of customer service, such as how to make a good first impression and how to handle complaints. Additionally, this course covers topics such as communication strategies and public speaking.

See salaries and explore the career path for Public relations manager

Event Planner

An Event Planner is responsible for planning and executing events. They work with clients to identify their needs and develop a plan to achieve their goals. This course may be useful for Event Planners because it teaches the fundamentals of customer service, such as how to make a good first impression and how to handle complaints. Additionally, this course covers topics such as communication strategies and delivering presentations.

See salaries and explore the career path for Event Planner

Project Manager

A Project Manager is responsible for planning, executing, and closing projects. They work with teams to develop and implement project plans. They also track progress and ensure that projects are completed on time and within budget. This course may be useful for Project Managers because it teaches the fundamentals of customer service, such as how to make a good first impression and how to handle complaints. Additionally, this course covers topics such as communication strategies and conflict resolution.

See salaries and explore the career path for Project Manager

Operations Manager

An Operations Manager is responsible for planning, executing, and controlling the operations of an organization. They work with teams to develop and implement operational plans. They also track progress and ensure that operations are running smoothly and efficiently. This course may be useful for Operations Managers because it teaches the fundamentals of customer service, such as how to make a good first impression and how to handle complaints. Additionally, this course covers topics such as communication strategies and conflict resolution.

See salaries and explore the career path for Operations Manager

Business Development Manager

A Business Development Manager is responsible for developing and implementing business strategies. They work with clients to identify their needs and develop plans to achieve their goals. This course may be useful for Business Development Managers because it teaches the fundamentals of customer service, such as how to make a good first impression and how to handle complaints. Additionally, this course covers topics such as communication strategies and sales.

See salaries and explore the career path for Business Development Manager

Data Analyst

A Data Analyst is responsible for collecting, analyzing, and interpreting data. They use data to identify trends and patterns. They also develop and implement solutions to improve business performance. This course may be useful for Data Analysts because it teaches the fundamentals of customer service, such as how to communicate effectively and how to handle complaints. Additionally, this course covers topics such as data analysis and problem solving.

See salaries and explore the career path for Data Analyst