Learning Outcomes

Upon successful completion of this short course, learners should be able to:

  • Recognize the importance of customer service, customer care, customer experience and the customer journey

  • Differentiate between customer service and customer experience as it relates to OLG customer service practices

  • Identify what to do when customer expectations change and evolve and how to better support their changing needs and provide quality customer service

  • Recognize what it means to personalize interactions to provide quality customer service

  • Describe what is good customer service and customer service best practices

  • Describe how to provide customer service to diverse customers, including individuals with disabilities

  • Use appropriate steps to handle difficult situations and customers

This course was developed in partnership with OLG and made possible with support and funding from the Province of Ontario.

In this self-directed course, learners will explore the fundamental customer service skills that can be applied to any customer-facing job!  Learners will explore the customer journey to better understand and support customers anywhere.  Learners will discover why customer service matters and how important it is to meet their needs.  Participants will learn how to provide personalized interactions using the appropriate tone and voice.

Learners will have 90 days to complete this course.  Upon successful completion, they will be awarded a certificate of completion and digital badge from Sault College.

Please review the curriculum below.

Course Curriculum

    1. Questionnaire

    1. Welcome to Customer Service Skills

    2. Before we begin

    3. Micro-credential Information

    4. Modes of Learning

    5. Introduction Content

    1. Activity

    2. Customer Service

    3. Customer Care

    4. Customer Experience

    5. Customer Journey

    6. Customer Service vs. Customer Experience

    7. Quiz - Customer Service vs. Customer Experience

    8. Understanding Our Customers

    9. Activity

    10. Changing Expectations

    11. Customer Expectations

    12. Why Does Customer Service Matter?

    13. Quiz - Why Does Customer Service Matter?

    14. What do Customers Expect?

    1. Activity - What is Good Customer Service?

    2. Customer Service Best Practices

    3. Personalizing Interactions

    4. Video - Personalizing Interactions

    5. Knowing Your Products & Services

    6. Tone & Voice

    7. Activity - Tone & Voice

    8. Matching the Customer’s Tone

    9. Speaking with One Voice

    10. Active Listening

    11. Video - Active Listening

    12. Empathy

    13. Video - Empathy

    14. Staying Positive

    15. Video - Staying Positive

    1. How to Interact with Customers

    2. Serving Diverse Customers

    3. Accessibility: Serving Customers with Disabilities

    4. Video - Accessibility: Serving Customers with Disabilities

    5. Starting an Interaction

    6. Starting an Interaction II

    7. Interaction Etiquette

    8. Interaction Etiquette II

    9. Interaction Etiquette III

    10. Video - Interaction Etiquette

    11. Troubleshooting & Problem-Solving

    12. Understanding the Problem

    13. Isolating the Issue

    14. Finding a Fix

    15. Handling Difficult Customers I

    16. Handling Difficult Customers II

    17. Handling Difficult Customers III

    18. Handling Difficult Customers IV

    19. Interaction Control Tips

    20. Tip 1: Take Notes as You Listen

    21. Tip 2: Snatch & Flip

    22. Tip 3: Give a Limited Response

    23. Tip 4: Use Approved Responses

    24. Tip 5: Ask Closed-Ended Questions

    25. Tip 6: Use a Wedge Statement

    26. Ending the Interaction

    27. Customer Service Best Practices

    1. Final Assessment

    2. You're Almost Done

    3. Survey

    4. Attributions

About this course

  • $39.99