Online Customer Service Courses and Training Programs

Colleges, vocational schools and professional development firms offer online customer service training programs. Courses in the programs prepare individuals for customer service jobs with retail, manufacturing and wholesale businesses that sell a range of consumer products and services.

Overview of Online Customer Service Training Programs

Online customer service training programs are offered by public and not-for-profit postsecondary schools, as well as through businesses. These programs usually result in a certificate, and students learn to communicate with customers, identify their needs and deliver satisfactory service. Candidates become familiar with companies' customer service performance expectations.

Online and Other Components

Online customer service certificate programs are typically asynchronous and available completely online, although some require fieldwork. Students complete assignments and exams online, read and discuss case studies, and participate in interactive discussions led by instructors, who are available to answer questions via e-mail. Some schools use online course management systems, such as Blackboard.
Some certificate programs require hands-on experience providing customer service in offices and call centers of businesses and other organizations. As part of the fieldwork experience, students may undergo training by a company to become familiar with its customer service procedures, computer systems, products and services.

Sample Online Certificate Courses

Online training programs consist of courses that prepare students for entry-level customer service positions.

Customer Service and Sales

Students learn to sell services and products over the telephone while handling customer service calls. Time management, negotiation and account management topics are also covered.

Resolving Customer Problems

Instructors emphasize methods for handling customer requests, questions and complaints. Lessons focus on ways to transform unhappy customers into satisfied consumers.

Effective Communication

Candidates focus on speaking tone and using certain words to establish rapport with customers to solicit and communicate information. Listening skills are also stressed.

Listening Skills

This course teaches students to listen for words and verbal cues that communicate customer problems and feelings. Instructors stress the importance of carefully listening to angry customers.

Measuring Quality and Performance

Created for aspiring and current customer service managers, this course focuses on methods for motivating employees and improving performance. Lessons cover strategies for reinforcing good customer service skills.