CVS Health

Introduction to Customer Service

This course is part of multiple programs.

Sponsored by Barbados NTI

11,285 already enrolled

Gain insight into a topic and learn the fundamentals.
4.7

(118 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

(118 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 quizzes

Taught in English

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

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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
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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 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
4.8 (30 ratings)
Ricky La
CVS Health
1 Course11,285 learners

Offered by

CVS Health

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Learner reviews

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4.7

118 reviews

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SE
5

Reviewed on Aug 9, 2023

BA
4

Reviewed on Feb 20, 2024

IA
5

Reviewed on Nov 15, 2023

Recommended if you're interested in Business

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