Customer Service Skills Certification Course

Last updated July 10, 2025

Course Length

2h 42m

Last Updated

July 10, 2025

Digital Badge Included

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Customer Service Skills Certification Course

Last updated July 10, 2025

Table of Contents

Module 1: Context for Customer Service in Higher Education
Service Excellence in Higher Education
7:16 Closed lock icon
Who Are We Serving
5:37 Closed lock icon
Components of Service
11:21 Closed lock icon
Creating a Culture of Service: Introduction
0:42 Closed lock icon
Organizational Culture and a Culture of Service Excellence
4:32 Closed lock icon
The Cycle of Service and Moments of Truth
5:01 Closed lock icon
Everyone is a Customer!
2:38 Closed lock icon
Creating a Culture of Service: Conclusion
1:03 Closed lock icon
Service Competencies: Introduction
0:41 Closed lock icon
Putting It All Together
4:48 Closed lock icon
Service Competencies: Conclusion
1:01 Closed lock icon
Module 2: Strategies for Customer Service
Service Consistency: Introduction
5:22 Closed lock icon
The Five Steps of Service
13:26 Closed lock icon
Creating Consistency Through Scripting
2:45 Closed lock icon
Service Consistency: Conclusion
0:35 Closed lock icon
Service Efficiency: Introduction
1:25 Closed lock icon
Managing Efficiency
6:14 Closed lock icon
Strategies to Be More Efficient
7:26 Closed lock icon
Service Efficiency: Conclusion
0:41 Closed lock icon
Managing Stress: Introduction
0:44 Closed lock icon
Supporting Front-line Staff
8:37 Closed lock icon
Managing Stress: Conclusion
0:30 Closed lock icon
Module 3: The Tough Stuff
Active Listening and the Conversation Cycle: Introduction
1:33 Closed lock icon
The Conversation Cycle
9:00 Closed lock icon
Active Listening and the Conversation Cycle: Conclusion
3:48 Closed lock icon
Challenging Conversations: Introduction
1:45 Closed lock icon
How to Say No
4:33 Closed lock icon
Reactions to No
5:22 Closed lock icon
Choosing Your Words
4:24 Closed lock icon
Challenging Conversations: Conclusion
1:50 Closed lock icon
De-escalating Difficult Clients: Introduction
1:20 Closed lock icon
Reasons for Challenging Interactions
3:41 Closed lock icon
Taking the HEAT: De-escalation in Practice
14:33 Closed lock icon
Setting the Stage for De-escalation
3:43 Closed lock icon
De-escalation: Conclusion
1:00 Closed lock icon
When to Defer: Introduction
1:55 Closed lock icon
When to Escalate
4:34 Closed lock icon
Escalation Strategies
6:52 Closed lock icon
When to Defer: Conclusion
0:32 Closed lock icon

Earn the only customer service certification built for higher education. In just four weeks, this blended course will equip you with practical tools to improve service culture, support front-line teams, and handle challenging interactions with empathy and professionalism. With guided reflection and peer discussion, you'll apply what you learn directly to your campus role—no matter your department or title.

Overview

Earn the only customer service certification built for higher education. In just four weeks, this blended course will equip you with practical tools to improve service culture, support front-line teams, and handle challenging interactions with empathy and professionalism. With guided reflection and peer discussion, you’ll apply what you learn directly to your campus role—no matter your department or title. 

Tagged In

Leading Self Personal Development & Skill Building

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Questions about this course?
Portrait of Heath Boice-Pardee

Heath Boice-Pardee

Head of Practice in Service Excellence, Academic Impressions

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Portrait of Eileen Soisson

Eileen Soisson

Independent Consultant & Director of Wall Fellows, Coastal Carolina University

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