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Denielle Booth
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.
Read more
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.
Read more
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.
Register for this course and see more details by visiting:
OpenCourser.com/course/rvv1n9/interacting
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What's inside
Syllabus
Welcoming Customers
In week one of this course, you learn how to welcome customers by greeting them when they come into the store and also when they leave. You learn how to create positive interactions with customers and interact with potential customers.
Read more
Syllabus
Welcoming Customers
In week one of this course, you learn how to welcome customers by greeting them when they come into the store and also when they leave. You learn how to create positive interactions with customers and interact with potential customers.
Read more
Meeting Customers' Needs
In week two of this course, you learn how to meet customers’ needs. You learn how to build trust through your knowledge of a product and how to find product details. You identify what successful customer service looks like and strategies for cross-selling and upselling.
De-escalation with Empathy
In week three you learn how to identify verbal and nonverbal indicators of escalation with customers. You learn how to convey empathy in difficult situations and collaborate with your team to de-escalate a situation.
Professionalism in Social Media
Good to know
Good to know
Know what's good ,
what to watch for , and
possible dealbreakers
Explores real-life customer interactions in retail settings, providing practical experience through simulations and scenarios
Develops skills in positive customer interactions, conflict de-escalation, retail transaction processing, and customer service roles
Taught by Denielle Booth, an expert in customer service training and development
Requires prior completion of the first course in the program, indicating a progressive learning path
Focuses on in-person, phone, and social media interactions, providing a comprehensive overview of retail customer service channels
Emphasizes building trust through product knowledge and utilizing strategies for cross-selling and upselling
Save this course
Save Interacting with Customers to your list so you can find it easily later:
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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 Interacting with Customers with these
activities:
Practice Existing Skills
Show steps
Warm up by recalling and practicing applicable skills you already know to boost confidence and recall them more easily when needed for course activities.
Show steps
-
Recall techniques for maintaining eye contact and an approachable demeanor.
-
Practice active listening skills by summarizing a conversation you've had recently.
Connect with a Customer Service Professional
Show steps
Enhance your learning journey by connecting with a customer service professional who can provide guidance, support, and insights into the industry, helping you navigate your career path and develop your skills.
Browse courses on
Mentorship
Show steps
-
Identify a customer service professional you admire or who aligns with your career aspirations.
-
Reach out via email or LinkedIn, expressing your interest in their mentorship.
-
Schedule an initial meeting to discuss your goals and expectations.
-
Maintain regular communication and seek guidance on your coursework and career development.
Review Course Materials
Show steps
Reinforce your understanding of the course concepts by regularly reviewing the reading materials, which will help you retain the information and improve your performance on assessments.
Browse courses on
Reading Comprehension
Show steps
-
Set aside a specific time each week to review the assigned reading.
-
Read the material actively, highlighting key concepts and taking notes.
-
Summarize the main ideas in your own words.
Four other activities
Expand to see all activities and additional details
Show all seven activities
Explore Case Studies of Successful Customer Interactions
Show steps
Review examples of best practices in customer interactions to develop a framework for successful interactions, which you can apply in the simulations and scenarios throughout the course.
Browse courses on
Success Strategies
Show steps
-
Watch a video case study of a positive customer interaction.
-
Identify the key strategies used to build rapport and resolve the customer's issue.
-
Make a list of the verbal and nonverbal communication techniques used.
Simulate Different Customer Scenarios
Show steps
Engage in role-playing exercises where you assume different customer personas and practice handling various scenarios, allowing you to test and develop your customer service skills in a controlled environment.
Show steps
-
Select a customer scenario from the provided list.
-
Adopt the persona of the customer and prepare your responses.
-
Role-play the scenario with a peer or instructor, seeking feedback on your approach.
Develop a Customer Service Improvement Plan
Show steps
Demonstrate your understanding of customer service principles by developing a comprehensive plan that outlines strategies to enhance customer interactions and improve overall customer satisfaction.
Browse courses on
Customer Service Management
Show steps
-
Identify areas for improvement based on your observations and interactions with customers.
-
Research best practices and industry trends in customer service.
-
Develop a detailed plan that includes specific actions, timelines, and metrics for success.
-
Present your plan to your peers or instructor for feedback and potential implementation.
Attend Industry Events and Conferences
Show steps
Expand your professional network and stay abreast of industry best practices by attending industry events and conferences, allowing you to connect with other professionals and gain valuable insights into the field of customer service.
Browse courses on
Professional Development
Show steps
-
Research upcoming industry events and conferences.
-
Register for events that align with your interests and career goals.
-
Actively participate in sessions and workshops, taking notes and asking questions.
-
Network with other attendees, exchanging contact information and discussing industry trends.
Practice Existing Skills
Show steps
Warm up by recalling and practicing applicable skills you already know to boost confidence and recall them more easily when needed for course activities.
Show steps
Show steps
Show steps
- Recall techniques for maintaining eye contact and an approachable demeanor.
- Practice active listening skills by summarizing a conversation you've had recently.
Connect with a Customer Service Professional
Show steps
Enhance your learning journey by connecting with a customer service professional who can provide guidance, support, and insights into the industry, helping you navigate your career path and develop your skills.
Browse courses on
Mentorship
Show steps
Show steps
Show steps
- Identify a customer service professional you admire or who aligns with your career aspirations.
- Reach out via email or LinkedIn, expressing your interest in their mentorship.
- Schedule an initial meeting to discuss your goals and expectations.
- Maintain regular communication and seek guidance on your coursework and career development.
Review Course Materials
Show steps
Reinforce your understanding of the course concepts by regularly reviewing the reading materials, which will help you retain the information and improve your performance on assessments.
Browse courses on
Reading Comprehension
Show steps
Show steps
Show steps
- Set aside a specific time each week to review the assigned reading.
- Read the material actively, highlighting key concepts and taking notes.
- Summarize the main ideas in your own words.
Four other activities
Expand to see all activities and additional details
Show all seven activities
Explore Case Studies of Successful Customer Interactions
Show steps
Review examples of best practices in customer interactions to develop a framework for successful interactions, which you can apply in the simulations and scenarios throughout the course.
Browse courses on
Success Strategies
Show steps
Show steps
Show steps
- Watch a video case study of a positive customer interaction.
- Identify the key strategies used to build rapport and resolve the customer's issue.
- Make a list of the verbal and nonverbal communication techniques used.
Simulate Different Customer Scenarios
Show steps
Engage in role-playing exercises where you assume different customer personas and practice handling various scenarios, allowing you to test and develop your customer service skills in a controlled environment.
Show steps
Show steps
Show steps
- Select a customer scenario from the provided list.
- Adopt the persona of the customer and prepare your responses.
- Role-play the scenario with a peer or instructor, seeking feedback on your approach.
Develop a Customer Service Improvement Plan
Show steps
Demonstrate your understanding of customer service principles by developing a comprehensive plan that outlines strategies to enhance customer interactions and improve overall customer satisfaction.
Browse courses on
Customer Service Management
Show steps
Show steps
Show steps
- Identify areas for improvement based on your observations and interactions with customers.
- Research best practices and industry trends in customer service.
- Develop a detailed plan that includes specific actions, timelines, and metrics for success.
- Present your plan to your peers or instructor for feedback and potential implementation.
Attend Industry Events and Conferences
Show steps
Expand your professional network and stay abreast of industry best practices by attending industry events and conferences, allowing you to connect with other professionals and gain valuable insights into the field of customer service.
Browse courses on
Professional Development
Show steps
Show steps
Show steps
- Research upcoming industry events and conferences.
- Register for events that align with your interests and career goals.
- Actively participate in sessions and workshops, taking notes and asking questions.
- Network with other attendees, exchanging contact information and discussing industry trends.
Career center
Learners who complete Interacting with Customers will develop knowledge and skills
that may be useful to these careers:
Retail Sales Associate
Retail Sales Associate
Retail Sales Associates help customers find and purchase products in retail stores. They provide information about products, answer questions, and process sales. This course teaches Retail Sales Associates how to create positive customer experiences and build trust through product knowledge.
Customer Services Representative
Customer Services Representative
Customer Services Representatives provide direct service and support to customers on behalf of companies and their customers through multiple channels such as telephone, email, and webchat. To excel in this role, it is important to be able to build rapport with customers and identify their needs. This course teaches techniques for working with customers effectively and efficiently.
Call Center Representative
Call Center Representative
Call Center Representatives handle incoming and outgoing phone calls on behalf of companies and their customers. They provide information, answer questions, and resolve issues. This course teaches Call Center Representatives how to de-escalate conflict and provide excellent customer service over the phone.
Customer Success Manager
Customer Success Manager
Customer Success Managers are responsible for ensuring that customers are satisfied with their products or services. They build relationships with customers, identify their needs, and develop strategies to improve their experience. This course teaches Customer Success Managers how to build trust and meet the needs of customers throughout their lifecycle.
Social Media Manager
Social Media Manager
Social Media Managers are responsible for developing and executing social media strategies for companies and their brands. They create and curate content, engage with customers, and monitor social media performance. This course teaches Social Media Managers how to use social media to connect with customers and build relationships.
Customer Service Manager
Customer Service Manager
Customer Service Managers are responsible for overseeing customer service operations and ensuring that customers receive the best possible experience. They develop and implement customer service policies and procedures, train and supervise customer service staff, and monitor customer service performance. This course teaches Customer Service Managers how to create positive customer experiences and build a high-performing customer service team.
Quality Assurance Analyst
Quality Assurance Analyst
Quality Assurance Analysts are responsible for testing software and products to ensure that they meet quality standards. They identify and report defects, and work with developers to fix them. This course teaches Quality Assurance Analysts how to identify and resolve customer issues and improve customer satisfaction.
Product Manager
Product Manager
Product Managers are responsible for developing and managing products. They work with engineers, designers, and marketers to bring products to market and ensure that they meet customer needs. This course teaches Product Managers how to understand customer needs and develop products that meet those needs.
Marketing Manager
Marketing Manager
Marketing Managers are responsible for developing and executing marketing campaigns for companies and their brands. They identify target markets, create marketing messages, and track marketing performance. This course teaches Marketing Managers how to understand customer behavior and develop marketing campaigns that reach and engage customers.
Sales Manager
Sales Manager
Sales Managers are responsible for leading and managing sales teams. They develop and implement sales strategies, train and motivate sales staff, and track sales performance. This course teaches Sales Managers how to build and lead high-performing sales teams.
Business Development Manager
Business Development Manager
Business Development Managers are responsible for generating new business for companies and their brands. They identify new markets, develop sales leads, and close deals. This course teaches Business Development Managers how to identify and reach new customers.
Account Manager
Account Manager
Account Managers are responsible for managing relationships with existing customers. They provide support, resolve issues, and identify opportunities to upsell and cross-sell products and services. This course teaches Account Managers how to build strong relationships with customers and increase customer satisfaction.
Project Manager
Project Manager
Project Managers are responsible for planning, executing, and closing projects. They work with stakeholders to define project scope, develop project plans, and manage project resources. This course teaches Project Managers how to communicate effectively with customers and ensure that projects meet customer needs.
Operations Manager
Operations Manager
Operations Managers are responsible for overseeing the day-to-day operations of companies and their departments. They develop and implement operational plans, manage staff, and ensure that operations run smoothly. This course teaches Operations Managers how to improve customer service and increase operational efficiency.
Human Resources Manager
Human Resources Manager
Human Resources Managers are responsible for managing the human resources function of companies and their departments. They develop and implement HR policies and procedures, recruit and hire staff, and manage employee relations. This course may be useful for Human Resources Managers who want to improve their understanding of customer service and how it can be used to attract and retain employees.
For more career information including salaries, visit:
OpenCourser.com/course/rvv1n9/interacting
Reading list
We've selected nine books
that we think will supplement your
learning. Use these to
develop background knowledge, enrich your coursework, and gain a
deeper understanding of the topics covered in
Interacting with Customers.
Comprehensive guide to all aspects of customer service, from strategy to implementation.
Provides a step-by-step guide to creating a customer service culture within your organization.
Provides a comprehensive guide to creating a world-class customer experience, with a focus on building customer relationships.
Save
This classic work explores the link between customer service and profitability.
Provides a framework for understanding customer loyalty and how to use it to drive growth.
Save
Provides a roadmap for building a customer-centric culture within your organization.
Save
Provides insights into how to create memorable customer experiences.
This bestselling guide will provide you with updated information and tips on how to interact in different customer settings. It also provides a good foundation to the basics of customer service.
Save
Discusses the latest trends in customer service..
For more information about how these books relate to this course, visit:
OpenCourser.com/course/rvv1n9/interacting
Share
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Effort
4 weeks of study, 5-6 hours/week
Level
Introductory
Via
Coursera
Institution
CVS Health
Instructor
Denielle Booth
Language
English
Transcripts
Español
Français
Português
Deutsch
Italiano
中文
العربية
한국어
日本語
हिंदी
Nederlands
Svenska
Pусский
Türkçe
Polski
Ελληνικά
українська мова
magyar nyelv
Bahasa Indonesia
ไทย
қазақша
اُردُو,
فارسی
বাংলা
tiếng Việt
پښتو
آذربایجان دیلی
This course belongs to a
collection
called
CVS Health Call Center Customer Service. It's comprised of four courses:
- Preparing for Your Call Center Customer Service Role
- Interacting with Customers (viewing)
- Call Center Customer Service
- Introduction to Customer Service
Good to know
Explores real-life customer interactions in retail settings, providing practical experience through simulations and scenarios
Develops skills in positive customer interactions, conflict de-escalation, retail transaction processing, and customer service roles
Taught by Denielle Booth, an expert in customer service training and development
Requires prior completion of the first course in the program, indicating a progressive learning path
Focuses on in-person, phone, and social media interactions, providing a comprehensive overview of retail customer service channels
Emphasizes building trust through product knowledge and utilizing strategies for cross-selling and upselling
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