Introduction to Customer Service

Frameworks before scripts

This introductory course leans on frameworks rather than rote phrases. It looks at communication, time management and problem solving as connected skills, and offers ways to assess a customer interaction after it has happened so you can improve the next one.

Skills it targets

• Active listening and non-verbal communication
• De-escalation techniques for tense conversations
• Time management and meeting deadlines in a busy queue
• Root cause analysis for recurring customer problems

How to get the most out of it

The hands-on activities and community observations are the real draw, since they push you to look at real service encounters rather than only reading about them. Keep a log of interactions you observe, and compare what you noticed with the frameworks the course introduces.