Knowledge Accelerators
Customer Service Fundamentals
Knowledge Accelerators

Customer Service Fundamentals

Taught in English

Some content may not be translated

34,937 already enrolled


Gain insight into a topic and learn the fundamentals

Keith Gibson

Instructor: Keith Gibson


(1,671 reviews)

Beginner level
No prior experience required
23 hours to complete
3 weeks at 7 hours a week
Flexible schedule
Learn at your own pace

Details to know

Shareable certificate

Add to your LinkedIn profile


25 quizzes

See how employees at top companies are mastering in-demand skills


Earn a career certificate

Add this credential to your LinkedIn profile, resume, or CV

Share it on social media and in your performance review


There are 4 modules in this course

Learners will be introduced to the work environment by exploring the importance of building rapport and maintaining a positive tone while communicating with customers. Learners will understand the value and demonstrate the ability to use clear and concise communication skills. Learners will also explore insider secrets to success, such as the art of saying "No" and how to use collaboration with colleagues to improve the overall work experience. Throughout the module, learners will practice and apply newly acquired knowledge.

What's included

16 videos5 readings7 quizzes5 peer reviews14 discussion prompts

Learners will explore the personality traits that are recognized as leading indicators of success in the field of customer support. Learners will identify basic characteristics for each personality trait and evaluate their own strengths and weaknesses. They will reflect on recommended strategies to develop traits within themselves, and practice and apply newly acquired knowledge by reacting to and resolving authentic call center problems.

What's included

11 videos4 readings8 quizzes6 peer reviews6 discussion prompts

Learners will discover best practices related to finding and evaluating resources used to assist in the process to solve problems and provide customers with resolutions. Learners will explore various methods of organizing resources so that they can be efficiently retrieved when needed. By making connections to the Scientific Method, learners will explore a methodical problem-solving process and apply it to real-world situations.

What's included

12 videos4 readings6 quizzes4 peer reviews10 discussion prompts

Learners will build on what they have learned about communication, personality, and problem-solving from previous modules and begin to apply this in the workplace. Learners will be introduced to the concept of Service Level Agreements and explore how they impact the service industry. Through exploration of standards, learners will begin to understand the value of ticketing systems in monitoring documentation used to support customers. Finally, learners will examine their own technical skills, practice refining their typing and diction skills, learn technical terminology, and explore the KCS methodology.

What's included

13 videos5 readings4 quizzes4 peer reviews9 discussion prompts


Instructor ratings
4.8 (582 ratings)
Keith Gibson
Knowledge Accelerators
11 Courses173,391 learners

Offered by

Recommended if you're interested in Support and Operations

Why people choose Coursera for their career

Felipe M.
Learner since 2018
"To be able to take courses at my own pace and rhythm has been an amazing experience. I can learn whenever it fits my schedule and mood."
Jennifer J.
Learner since 2020
"I directly applied the concepts and skills I learned from my courses to an exciting new project at work."
Larry W.
Learner since 2021
"When I need courses on topics that my university doesn't offer, Coursera is one of the best places to go."
Chaitanya A.
"Learning isn't just about being better at your job: it's so much more than that. Coursera allows me to learn without limits."

New to Support and Operations? Start here.


Open new doors with Coursera Plus

Unlimited access to 7,000+ world-class courses, hands-on projects, and job-ready certificate programs - all included in your subscription

Advance your career with an online degree

Earn a degree from world-class universities - 100% online

Join over 3,400 global companies that choose Coursera for Business

Upskill your employees to excel in the digital economy

Frequently asked questions