loader image
Skip to main content
If you continue browsing this website, you agree to our policies:
Continue
x
Home

CUST105: Customer Service

Back to course 'CUST105: Customer Service'

Topic outline

  • Unit 2: Customer Service Duties

    Collapse all Expand all

    Customer service workers may be assigned to workstations equipped with a telephone, headset, and computer. Others may be asked to work in a retail store to interact with customers in person. Wherever and however you connect with them, customers may be angry or pose difficult-to-resolve problems. A skilled customer service provider must develop abilities to effectively assess a situation, establish rapport, defuse anger, and work with wide diversity of customers who come from different cultural backgrounds.

    Completing this unit should take you approximately 4 hours.

    • Upon successful completion of this unit, you will be able to:

      • demonstrate professionalism in difficult situations;
      • describe methods for dealing with challenging customers; and
      • identify tactics for dealing with culturally diverse customers.

    • 2.1: Professionalism in Difficult Situations

      • page icon
        Extraordinary Customer-Service Situations Page
        Students must
        Mark as done

        Read this article on dealing with extraordinary customer-service situations. Be sure to take careful notes to help study for the unit quiz and final exam. Spend 30 minutes visiting the featured customer workplace for examples of effective customer service tactics. If you can find employment listings of interest to you on that website, you may want to investigate those.

    • 2.2: Dealing with Challenging Customers

      • page icon
        Handling Challenging Customers Page
        Students must
        Mark as done

        Read this article on how to handle challenging customers. Be sure to take careful notes to help study for the unit quiz and final exam. Spend 30 minutes visiting the featured customer workplace for examples of effective customer service tactics. If you can find employment listings of interest to you on that website, you may want to take time to investigate.

      • page icon
        Dealing with Disruptive People Page
        Students must
        Mark as done

        Watch this video for suggestions on how to deal with difficult people.

    • 2.3: Dealing with Diverse Customers

      • page icon
        Working with Customer Diversity Page
        Students must
        Mark as done

        Read this article on methods to work with customer diversity. Be sure to take careful notes to help study for the unit quiz and final exam. Spend 30 minutes visiting the featured customer workplace for examples of effective customer service tactics. If you can find employment listings of interest to you on that website, you may want to take time to investigate.

      • page icon
        Cross-Cultural Marketing Communications Page
        Students must
        Mark as done

        Watch this video on international communication tactics, using themes and images that transcend cultural differences. English may connect us in the business place with a common language, but we still need to be sensitive to cultural differences. You may read along with the transcript linked here.

    • Unit 2 Activities

      • forum icon
        Discussion: Unit 2 Forum
        Students must
        Make forum posts: 1
      • forum icon
        Discussion: The Customer Service Workplace Forum
        Students must
        Make forum posts: 1
      • quiz icon
        Unit 2 Assessment Quiz
        Students must
        Receive a grade

        Take this assessment to see how well you understood this unit.

        • This assessment does not count towards your grade. It is just for practice!
        • You will see the correct answers when you submit your answers. Use this to help you study for the final exam!
        • You can take this assessment as many times as you want, whenever you want.