This section includes required readings from textbooks and online journals and videos for each week. Readings and videos suggested by your instructor for greater understanding are also included. Select a week below or from the drop-down menu to see resources.
Week 1 - Introduction to Customer Service
Week 2 - Service Cultures & Strategies
Week 3 - Customer Journey & Touch Points
Week 4 - Verbal Communication Skills
Week 5 - Nonverbal Communication Skills
Week 6 - Listening & Critical Skills
Week 7 - Customer Service & Behavior
Week 8 - Influences on Customer Service
Week 9 - Breakdowns & Recovery
Week 10 - Customer Service Via Technology
Week 11 - Customer Centricity & Satisfaction
Week 12 - Leadership & Evaluation
