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Interacting with Customers

Interacting with Customers

Name: Interacting with Customers
Rating: 4.64367816091954 (87 reviews)

This course is part of multiple programs.

Instructor: Denielle Booth

9,697 already enrolled

Included with

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4 modules

Gain insight into a topic and learn the fundamentals.

87 reviews

Beginner level

Recommended experience

Flexible schedule

2 weeks at 10 hours a week

Learn at your own pace

97%

Most learners liked this course

4 modules

Gain insight into a topic and learn the fundamentals.

87 reviews

Beginner level

Recommended experience

Flexible schedule

2 weeks at 10 hours a week

Learn at your own pace

97%

Most learners liked this course

Skills you'll gain

Details to know

Shareable certificate

Add to your LinkedIn profile

Assessments

20 assignments¹

AI Graded see disclaimer

Taught in English

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

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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

There are 4 modules in this course

This course presents the different customer interactions that happen in a retail setting and allows you to experience real interactions through simulations and scenarios. Interactions examined include in-person, on the phone, or through social media. In addition, you will take your knowledge into the community to observe and evaluate interactions at any business that provides customer service. You will rate interactions by distinguishing between successful interactions and interactions that need improvement interactions as each type of interaction is presented.

Module details

In week one of this course, you learn how to welcome customers by greeting them when they come into the store and also when they leave. You learn how to create positive interactions with customers and interact with potential customers.

What's included

13 videos5 readings5 assignments3 discussion prompts

13 videosTotal 27 minutes

Introduction: CVS Health Customer Service Professional Certificate3 minutes
Course Overview: Interacting with Customers2 minutes
Introduction to Your Instructor: Denielle2 minutes
Introduction: Greeting Customers1 minute
The Importance of Greetings2 minutes
Strategies for Greeting Customers2 minutes
Applying Greeting Customers4 minutes
Interacting with Prospective Customers2 minutes
Strategies for Interacting with Prospective Customers2 minutes
Applying Creating Positive Customer Interactions2 minutes
How to Apply Strategies to Customer Interactions3 minutes
Real-world Examples of Strategies for Positive Customer Interactions 3 minutes
Weekly Review: Welcoming Customers1 minute

5 readingsTotal 50 minutes

Interacting with Customers Course Syllabus10 minutes
How to be Successful in this Course10 minutes
Summary: Greeting Customers10 minutes
Summary: Creating Positive Interactions with Customers10 minutes
Summary: Interactions with Customers10 minutes

5 assignmentsTotal 185 minutes

Graded Quiz: Welcoming Customers50 minutes
Practice Quiz: Greeting Customers15 minutes
Practice Quiz: Creating Positive Customer Interactions15 minutes
Activity: Customer Service Observations90 minutes
Practice Quiz: Interactions with Customers15 minutes

3 discussion promptsTotal 30 minutes

Meet and Greet10 minutes
Discussion: Customer Service Observations10 minutes
Pre-Quiz Discussion10 minutes

In week two of this course, you learn how to meet customers’ needs. You learn how to build trust through your knowledge of a product and how to find product details. You identify what successful customer service looks like and strategies for cross-selling and upselling.

What's included

22 videos4 readings6 assignments4 discussion prompts2 plugins

22 videosTotal 47 minutes

Introduction: Meeting Customers' Needs1 minute
Introduction to Finding Product Details2 minutes
Common Places to Find Product Details3 minutes
Applying Finding Product Details2 minutes
Building Trust with Customers2 minutes
Build Customer Trust with Product Knowledge in Retail3 minutes
Applying Building Trust with Product Knowledge in Retail2 minutes
Build Customer Trust with Product Knowledge in Call Centers2 minutes
Applying Building Trust with Product Knowledge in Call Centers1 minute
Introduction to Simulations2 minutes
Introduction: What Successful Customer Service Looks Like2 minutes
Creating Successful Request Interactions2 minutes
Creating Successful Question Interactions1 minute
Creating Successful Complaint Interactions3 minutes
Creating Successful Compliment Interactions2 minutes
Applying Successful Customer Service3 minutes
Introduction: Cross-Selling and Upselling1 minute
Strategies to Cross-Sell3 minutes
Strategies to Upsell3 minutes
Applying the Elements of Cross-Selling and Upselling in Retail4 minutes
Applying the Elements of Cross-Selling and Upselling in the Call Center3 minutes
Weekly Review: Meeting Customers' Needs1 minute

4 readingsTotal 100 minutes

Summary: Finding Product Details10 minutes
Summary: Building Trust through Product Knowledge30 minutes
Summary: What Successful Customer Service Looks Like30 minutes
Summary: Strategies for Cross-Selling and Upselling30 minutes

6 assignmentsTotal 140 minutes

Graded Quiz: Meeting Customers' Needs50 minutes
Practice Quiz: Finding Product Details15 minutes
Activity: Product Research30 minutes
Practice Quiz: Building Trust through Product Knowledge15 minutes
Practice Quiz: What Successful Customer Service Looks Like15 minutes
Practice Quiz: Strategies for Cross-Selling and Upselling15 minutes

4 discussion promptsTotal 40 minutes

Discussion: Reflect on an Experience10 minutes
Product Research10 minutes
Discussion: Cross-Selling & Upselling10 minutes
Pre-Quiz Discussion10 minutes

2 pluginsTotal 30 minutes

Simulation: Meeting Customers' Needs - Retail 15 minutes
Simulation: Meeting Customers' Needs - Call Center15 minutes

In week three you learn how to identify verbal and nonverbal indicators of escalation with customers. You learn how to convey empathy in difficult situations and collaborate with your team to de-escalate a situation.