CVS Health

Introduction to Customer Service

This course is part of multiple programs.

Taught in English

Some content may not be translated

Ricky La

Instructor: Ricky La

7,103 already enrolled

Included with Coursera Plus

Course

Gain insight into a topic and learn the fundamentals

4.7

(74 reviews)

|

97%

Beginner level

Recommended experience

18 hours (approximately)
Flexible schedule
Learn at your own pace

Details to know

Shareable certificate

Add to your LinkedIn profile

Assessments

21 quizzes

Course

Gain insight into a topic and learn the fundamentals

4.7

(74 reviews)

|

97%

Beginner level

Recommended experience

18 hours (approximately)
Flexible schedule
Learn at your own pace

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

Placeholder

Build your subject-matter expertise

This course is available as part of
When you enroll in this course, you'll also be asked to select a specific program.
  • Learn new concepts from industry experts
  • Gain a foundational understanding of a subject or tool
  • Develop job-relevant skills with hands-on projects
  • Earn a shareable career certificate from CVS Health
Placeholder
Placeholder

Earn a career certificate

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

Share it on social media and in your performance review

Placeholder

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 quizzes3 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 quizzes2 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 quizzes2 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 quizzes1 peer review2 discussion prompts2 plugins

Instructor

Instructor ratings
4.9 (21 ratings)
Ricky La
CVS Health
1 Course7,103 learners

Offered by

CVS Health

Recommended if you're interested in Business Essentials

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."

Learner reviews

Showing 3 of 74

4.7

74 reviews

  • 5 stars

    78.37%

  • 4 stars

    16.21%

  • 3 stars

    4.05%

  • 2 stars

    0%

  • 1 star

    1.35%

BA
4

Reviewed on Feb 20, 2024

MS
5

Reviewed on Oct 31, 2023

RR
5

Reviewed on Jul 19, 2023

New to Business Essentials? Start here.

Placeholder

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