LIBRARY I
BASICS of CUSTOMER SERVICE

This collection of 6 courses serves as the foundation for quality customer service. "You never have a second chance to make a first impression" isn't just a saying, it is what your customers base their continued relationship with you on.

Review the information below to get a full description of each course and the time necessary to complete.

CS 101 QUALITY CUSTOMER SERVICE
Suggested Time to Complete Course & Test: 2 hours
Continuing Education Units:  .2
There is no limit to the numerous voices shouting out the critical need for quality customer service. Yet, time after time, we see a failure in its application. This course goes beyond the abstract and offers piece by piece, step by step, information to employees seeking to provide quality customer service.  The premise of this course is twofold: quality customer service is the key to success for any employee with customer service responsibility, and quality customer service is the foundation upon which an organization's success and profits are built.

CS 102 TELEPHONE COURTESY & CUSTOMER SERVICE
Suggested Time to Complete Course & Test: 1 3/4 hours 
Continuing Education Units: .2                              
Effective telephone skills are the cornerstone of quality customer service. Clarity of speech, sincerity, and courtesy are essential to your success on the phone.  This lesson is for anyone who picks up the telephone and communicates with a customer.  You will learn how to improve your telephone skills, how to understand your customer's needs, and how to increase your ability to manage your customer's perception.

CS 103 GRIEF: ITS IMPACT ON YOUR CUSTOMERS AND YOU
Suggested Time to Complete Course & Test: 1 3/4 hours 
Continuing Education Units:  .2                              
Grief is the human reaction of sudden loss.  It not only accompanies the loss of life, it is also a partner to those suffering a traumatic injury or those with a debilitating disease, both have to accept a change in plans and dreams.  Grief affects our patients, their caregivers, and you, the service provider.

CS 104 TAKING THE CUSTOMER'S PERSPECTIVE
Suggested Time to Complete Course & Test: 1 1/2 hours 
Continuing Education Units:  .2
The objective of this course is to provide a genuine understanding of the HME/Rehab/Respiratory customer's perspective.  The course defines that perspective as empathy and discusses its unique role in quality customer service.

CS 106 CUSTOMER SERVICE FAST FACTS
Suggested Time to Complete Course & Test: 1 3/4 hours 
Continuing Education Units:  .2
This lesson is a collection of fact-filled information about customer service, with lists, important points, rules and reminders. Think of it as a Reader's Digest version: condensed stories, all related but each about a different topic.

CS 107 COMMON COURTESY AND PROFESSIONALISM IN THE HOME
Suggested Time to Complete Course & Test: 1 hour  
Continuing Education Units:  .1
This course focuses on important points in showing respect for our disabled customers through our actions, words and courteous approach. It also offers some basics on common courtesies in the homes of our customer's and dealing with their problems and complaints while there.