Foundations in Customer and Client Service 

This 8-hour online course is designed for people transitioning to a career that is client and customer focused. You will examine some of the fundamental responsibilities of a customer service representative. This includes learning skills related to creating and relaying a professional and helpful attitude, creating a strong first impression, communicating well verbally and non-verbally, and – most importantly – understanding exactly what your customer needs and wants. You will also learn techniques to provide excellent customer service and to handle difficult customers.

Learning Objectives

By the end of this course, you will be able to:

• Appreciate the role customer service plays in retaining customers
• Explain the foundational approaches to client service
• Effectively interact with customers including upset customers
• Respond effectively to customer enquiries and complaints
• Recognize the role of invoicing and be able to apply funds against an invoice
• Discuss the various aspects of the return process

Course Curriculum

Lesson 1: What is Customer and Client Service?
Lesson 2: How to Interact with Customers
Lesson 3: Sales and Invoicing
Lesson 4: Responding to Enquiries
Lesson 5: The Return Process

Modes of Learning and Resources

• Lesson Notes
• Videos
• Readings
• Learning Activities
• Quizzes
• Links to resources throughout the course

Course Access & Duration 

This course is on-demand, meaning that you can take it anytime, at your own pace. The course will take approximately 8 hours to complete from start to finish. You have one year (365 days) to open and complete the course from the date of purchase before it will automatically expire in your account. However, once you open this course for the very first time, you will have 3 months of unlimited access to complete it.

You can choose to take the course in one sitting or in smaller bites. Either way, the course is entirely flexible and up to you how fast you complete it.

Course Level/Prerequisites/Certification Credits

Introductory level, no prerequisites.

Recommended Companion Courses:

Working in Teams, Resolving Conflict

Final Exam

There is no final exam. To receive a certificate of completion for this course, you will need to view each page to completion. You will also need to achieve 100% on the quiz found at the end of each lesson. You can retake each quiz as many times as you need to achieve 100%.

Price

$99 – this price includes unlimited access to the course for 3 months.

About the Course Author

Sault College‘s eLearning Centre works with subject matter and industry experts to design and develop quality eLearning courses and micro-credentials. We are thrilled that we have partnered with Charity Village to support organizations with their educational journey and professional development and growth.

Jennifer Mosley is the Program Manager of Sault College’s eLearning Centre and Program Lead and Associate Faculty member for Sault College’s eLearning Post-Graduate Programs. She has worked in the higher education sector for 17 years in various roles including Competency-Based Project Coordinator Quality Matters and Accessibility Lead, Faculty, and eLearning Design Program Coordinator. She is currently working towards her Doctorate in Educational Technology and a Master of Arts in Education from Central Michigan University.