• Classroom
  • Online, Instructor-Led
  • Online, Self-Paced
Course Description

The goal of this course is to prepare students to work in the Customer Service field. Students will learn all the skills they need to communicate positively and professionally with customers, both internal and external. Completers will be prepared to pass an industry-recognized Customer Service certification exam, and will be qualified to pursue a large variety of positions in the Customer Service field. Students will learn to build a rapport with customers using clear, positive communication techniques. They will learn to work through the call and any customer issues comfortably and effectively, confirming an understanding of the problem and offering the best possible solutions.

Learning Objectives

Course Objectives:

  • Build a rapport with customers and s
  • Use Language to Serve the Customer
  • Efficiently open a Call
  • Diagnose Customer Needs
  • Respond to Customer Requests
  • Tame Challenging Calls
  • Efficiently close a Call

Framework Connections

The materials within this course focus on the Knowledge Skills and Abilities (KSAs) identified within the Specialty Areas listed below. Click to view Specialty Area details within the interactive National Cybersecurity Workforce Framework.