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Customer Service 101

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Course Description

Good customer service is not about satisfying the customer, it is about "wowing" the customer!   It's about making the customer walk in, do business, and walk out again absolutely stunned that their transaction was so enjoyable.
Customer service is a crucial buzzword in the corporate world today. Just about every company seems to understand just how important customer service is and many have started to find ways to improve and measure customer service. In this course we are going to look at what customer service is and isn't and identify how you can understand and provide good customer service.

Many businesses want to achieve "good customer service". Right now that's the brass ring of business training and vision-casting and many companies are analyzing their current mission and realigning it to be increasingly customer-focused. Do you give return business to a company that provides poor customer service support? Probably not! You and everyone else want better customer service, and it's one of the driving forces of why consumers shop at one place and not another.
Companies want customers and they understand that customers want good service, and they will visit a store that provides it.
One of the problems that many companies have is in their definition of good customer service. Companies create measurable standards of customer service and expect their staff to adhere to those standards. They measure those standards and compare them over time to see if there is a growth or a decline.
While that is a noble undertaking, it often starts from a flawed beginning -- the definition of good customer service.
When a company defines good customer service it often includes such things as:
  • Be fair
  • Be honest
  • Be prompt
  • Be courteous
  • And so on.
These are good things to work toward but what makes them flawed is that companies strive for this and measure it, and miss the point: these things are not good customer service. The above list is how one human should treat another. It is the bare minimum of interaction between people. And yet, many companies take this to be their goal.
They use phrases like, "satisfy the customer" to encourage their staff, then they wonder why they're losing customers.
The answer is that they are just satisfying customers, but the customers are finding better value and better service elsewhere.

If companies are doing just the bare minimum, which is often the case, they are simply biding their time until their customers go somewhere else.
When a customer enters a store they expect to be treated like a human being. If not,  they will complain. If they are treated like a human being, they will buy their product and leave, and the company won't even earn a blip on that person's radar. However, if the company goes out of its way to stun the customer with amazing customer service, that customer will become loyal, and not only that, they will tell their friends and their family.
This course is about providing stellar customer service. It makes the assumption that you are already treating your customers like human beings by providing valuable, helpful service, courteous attitudes, and a smile. Those are simply the basics; they are not good customer service.
This course will show you and your employees how to give not just "good" or "average" service but great customer service. So join us today!
As far as the customer is concerned you are the company. This is not a burden, but the core of your job. You hold in your hands the power to keep the customer coming back – perhaps even to make or break the company.
  • Completely Online
  • Self-Paced
  • Instructor Feedback
  • 6 Months to Complete
  • 24/7 Availability
  • Start Anytime
  • PC & Mac Compatible
  • Android & iOS Friendly
  • Accredited CEUs
Universal Class is an IACET Accredited Provider

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Course Lessons

Average Lesson Rating: (3411 votes)
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"Extraordinarily Helpful"
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Lesson 1: Defining Service

Customer service is the key. Providing good customer service is one of the only ways that we can now generate any customer loyalty. 9 Total Points
  • Lesson 1 Video
  • Take Poll: Your Own Customer Service Experience
  • Complete: Lesson 1 Quiz

Lesson 2: Putting Your Customer First

In this lesson we're going to learn how to put your customer first. 8 Total Points
  • Lesson 2 Video
  • Take Poll: Customer Service Industry (worst service)
  • Complete: Lesson 2 Quiz

Lesson 3: Effective Communication

How can you meet your customers' needs? Through effective communication. 35 Total Points
  • Lesson 3 Video
  • Take Poll: Customer Service Industry (best service)
  • Complete Assignment: Open and Closed Questions
  • Complete: Lesson 3 Quiz

Lesson 4: Building Relationships

The point of good customer service is to create loyalty and get those customers coming back again and again. 6 Total Points
  • Lesson 4 Video
  • Complete: Lesson 4 Quiz

Lesson 5: Effective Communication II: Appearance and Impressions

Your appearance, gestures, and attitude make lasting first and final impressions that customers notice. 8 Total Points
  • Lesson 5 Video
  • Complete: Lesson 5 Exam

Lesson 6: Telephone Contacts

We need to provide great customer service over the telephone to those customers who prefer to communicate and transact in that way. 7 Total Points
  • Lesson 6 Video
  • Complete: Lesson 6 Quiz

Lesson 7: Telephone Contacts, Part II

Some additional instruction on business telephone etiquette will enable you to impress your customers with every call. 35 Total Points
  • Lesson 7 Video
  • Complete Assignment: Proper Phone Etiquette
  • Complete: Lesson 7 Exam

Lesson 8: E-commerce Contacts

This lesson will give you tips on how to provide great customer care, whether your business is online only or online service is one of several ways you do business with customers. 8 Total Points
  • Lesson 8 Video
  • Take Poll: Your Customer Service Preference
  • Complete: Lesson 8 Quiz

Lesson 9: Handling Difficult Customer Contacts

You try to keep your customers satisfied, but there are times after the transaction is completed that they may not be. 33 Total Points
  • Lesson 9 Video
  • Take Poll: 'Firing a Customer'
  • Complete Assignment: Customer is Not Happy
  • Complete: Lesson 9 Quiz

Lesson 10. E-mails: Getting Them Right

E-mails enable you to respond quickly to customers, keep in touch with them between sales or service visits, and provide them with various kinds of information, such as order updates. 33 Total Points
  • Lesson 10 Video
  • Complete Assignment: Customer Service Emails
  • Complete: Lesson 10 Exam

Lesson 11. Newsletters: Giving the Customer Added Value

A really good newsletter can bring you increased sales, impress your customers so that they become repeat customers, and enhance your image as an expert in your industry. 34 Total Points
  • Lesson 11 Video
  • Complete Assignment: Newsletters
  • Complete: Lesson 11 Exam

Lesson 12. Handling Difficult Customer Contacts, Part II

This lesson discusses how to satisfy potential customers who may be difficult to deal with. 34 Total Points
  • Lesson 12 Video
  • Complete Assignment: Handling Difficult Customers
  • Complete: Lesson 12 Exam

Lesson 13. Customer Service Management

Management is essential to maintaining and improving quality service on a long-term basis. 9 Total Points
  • Lesson 13 Video
  • Complete: Lesson 13 Exam

Lesson 14: Creating a Customer Service Policy

A written policy is a guideline that all employees can easily refer to when providing customer service. 31 Total Points
  • Lesson 14 Video
  • Complete Assignment: Customer Service Policy
  • Complete: Lesson 14 Exam

Lesson 15: Conclusion: The Future of Customer Service

It is not impossible to continue to provide excellent customer service, in spite of automation and global markets. 136 Total Points
  • Lesson 15 Video
  • Take Poll: Final Course Poll - Your Opinion
  • Take Survey: Program Evaluation Follow-up Survey (End of Course)
  • Complete Assignment: Personalizing Automation
  • Complete: Final Exam
Total Course Points

Additional Course Information

Online CEU Certificate
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Document Your CEUs on Your Resume
Course Title: Customer Service 101
Course Number: 8900058
Languages: English - United States, Canada and other English speaking countries
Course Type: How To
CEU Value: 1.5 IACET CEUs (Continuing Education Units)
CE Accreditation: Universal Class, Inc. has been accredited as an Authorized Provider by the International Association for Continuing Education and Training (IACET).
Grading Policy: Earn a final grade of 70% or higher to receive an online/downloadable CEU Certification documenting CEUs earned.
Assessment Method: Lesson assignments and review exams
Instructor: John Chouinard
Syllabus: View Syllabus
Course Review: Read Editorial Review
Course Fee: $50.00 (no CEU Certification) || with CEU Certification: $75.00

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Learning Outcomes

By successfully completing this course, students will be able to:
  • Define customer service.
  • Describe how and why to put customers first.
  • Know methods to effectively communicate with customers.
  • Know techniques to build customer relationships.
  • Define the roles of appearance and impressions in customer relations.
  • Demonstrate proper telephone etiquette for customer service.
  • Demonstrate proper email etiquette for customer service.
  • Know techniques and strategies for handing difficult customers.
  • Describe the requirements and skills needed to manage a customer service department.
  • Create a Customer Service Policy, and
  • Demonstrate mastery of lesson content at levels of 70% or higher.

Student Testimonials

  • "What was most helpful was the section regarding telephone relationships. I have worked in a customer service position for over two years and our company provides very little, if any instruction in that area. I've had to learn it on my own." -- John L.
  • "My life has taken a sudden change. Everything has changed down to my confidence. This course helps me to know that I can still accomplish in life regardless of the negatives and reinforce the skills I already have." -- Kimberly M F.

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