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CVS Health

Introduction to Customer Service

This course is part of multiple programs.

Ricky La

Instructor: Ricky La

12,250 already enrolled

Included with Coursera Plus

Gain insight into a topic and learn the fundamentals.
4.7

(140 reviews)

Beginner level

Recommended experience

Flexible schedule
Approx. 18 hours
Learn at your own pace
97%
Most learners liked this course
Gain insight into a topic and learn the fundamentals.
4.7

(140 reviews)

Beginner level

Recommended experience

Flexible schedule
Approx. 18 hours
Learn at your own pace
97%
Most learners liked this course

Details to know

Shareable certificate

Add to your LinkedIn profile

Assessments

21 assignments

Taught in English

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There are 4 modules in this course

This week you learn the five characteristics of positive communication with customers and colleagues. You begin by creating a personable greeting and closing to use with customers. You learn how to distinguish between positive and negative responses to customers' questions, as well as how to express empathy during customer interactions.

What's included

24 videos6 readings6 assignments3 discussion prompts

This week you learn about active listening with customers. You begin by defining active listening when interacting with customers and colleagues. You determine how to identify non-verbal cues that indicate if someone is actively listening. You learn how to verify understanding with customers and create clarifying questions in given situations with customers.

What's included

18 videos5 readings5 assignments2 discussion prompts2 plugins

This week you learn the steps in problem solving using root cause analysis to solve customer concerns. You begin by identifying the root cause of a customer’s concern and apply problem-solving steps to the root cause of a customer’s concern. You learn the importance of following policies and procedures when solving problems with customers and use effective solutions to customers' concerns.

What's included

10 videos4 readings5 assignments2 discussion prompts2 plugins

This week you learn about effective time management and strategies to be successful in providing quality customer service. You articulate metrics for time management in retail and call center environments and distinguish between high-priority and low-priority tasks when working with customers. You learn strategies to manage deadlines and tasks effectively in a customer service environment.

What's included

15 videos3 readings5 assignments1 peer review2 discussion prompts2 plugins

Instructor

Instructor ratings
4.7 (36 ratings)
Ricky La
CVS Health
1 Course12,250 learners

Offered by

CVS Health

Recommended if you're interested in Business Essentials

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Learner reviews

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4.7

140 reviews

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    14.18%

  • 3 stars

    2.83%

  • 2 stars

    0.70%

  • 1 star

    1.41%

BA
4

Reviewed on Feb 20, 2024

SE
5

Reviewed on Aug 9, 2023

RD
4

Reviewed on Jul 30, 2024

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