Best Customer Service Courses - Q2 2023
Our Expert Picks
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Our Expert Review
Content Coverage (5/5)
This course is structured into four modules comprised of video lectures, readings, discussion prompts, quizzes, and peer-reviewed assignments. Topics are covered in a way that allows learners to easily build knowledge as they move through the course. It’s important to note that this course focuses on phone-based customer service, so is missing some topics related to other forms of support.
The course covers the majority of topics that we consider to be essential in a Customer Service course.
Essential Topics Missing:
- Communicating via email
- Communicating via text
Extra Topics Covered:
- Identifying and handling information overload
- Curiosity Quotient
- Using the Scientific Method in problem-solving
Lecture Quality (4/5)
The video lectures tend to be short (less than 6 mins) and targeted. Videos are comprised mostly of simple slides with animated bullets and voice-overs. While this is a very simple approach, the lectures are well-written and appropriate for the subject matter. There are also periodic “pop-up” quizzes that pause the video until the learner answers them.
Quiz Quality (5/5)
The course has both practice quizzes and graded lesson quizzes interspersed throughout the modules. Quiz questions are in multiple-choice, multiple-select, and true/false formats. The number of questions is adequate to cover the material and all questions are well-written. One excellent feature of the quizzes is the use of audio recordings of different examples of customer service responses.
For practice quizzes, learners must answer all questions and receive a score of 80% or higher. Graded lesson quizzes require a grade of 70% or higher. All quizzes are automatically graded and the learner receives detailed feedback upon submission.
Assignment/Exercise Quality (4.5/5)
Each module contains both discussion prompts and peer-graded assignments that provide learners with opportunities to practice and apply their knowledge. Most of the exercises ask the learner to listen to different examples of customer service responses, then critique them in written prompts.
The exercises are peer-reviewed and each prompt is provided a separate rubric for peers to use in their reviews. Learners are also asked to review the submissions of their peers. For conscientious learners, this can be an excellent learning tool. However, neither the submissions nor the reviews are monitored by an expert.
Certificate Brand Quality (4/5)
A certificate of completion is offered when the learner has completed all required parts of the course. The certificate is offered by Knowledge Accelerators through Coursera. Knowledge Accelerators is a relatively well-known training company and Coursera is one of the leading online learning platforms.
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Our Expert Review
Content Coverage (4.5/5)
This course is structured into four modules comprised of video lectures, and quizzes. The sequence of the topics allows learners to build concepts easily. The course covers the majority of topics that we consider to be essential in a Customer Service course, with just a few exceptions.
Essential Topics Missing:
- Understanding your service level agreement (SLA)
- Accessing and maintaining support resources
- Phrases to avoid
- Correcting misunderstandings
Lecture Quality (5/5)
The video lectures in this course are short (less than 4 mins) and focused. All lectures are professionally produced, with a poised instructor accompanied by helpful graphics and video vignettes.
Quiz Quality (5/5)
Each module within this course ends with a quiz. Questions are multiple-choice and well-written. The number of questions is adequate to cover the material before each quiz.
Questions are presented one at a time and learners receive helpful and immediate feedback when they answer a question incorrectly. The feedback includes a link back to the portion of the lecture that is covered by the question. There is no minimum score required to receive credit for the quiz and learners can retake as many times as they wish.
Assignment/Exercise Quality (1/5)
There are no assignments or exercises offered in this course.
Certificate Brand Quality (4/5)
A certificate of completion is offered when the learner has completed all required parts of the course. The certificate is offered by LinkedIn Learning. LinkedIn Learning (formerly Lynda Learning) is a well-known and respected corporate training provider.
Time to Complete:
# Enrolled:
Content Coverage:
Lecturer Quality:
Quiz Quality:
Exercise Quality:
Our Expert Review
Content Coverage (5/5)
While this course does not include many of the aspects we consider to be necessary for a quality course, the content coverage is exceptional. This course includes the vast majority of topics we believe are essential for a Customer Service course, plus many extras that could be very helpful to new Customer Service representatives. The content is presented in a sequence that is very accessible.
Essential Topics Missing:
- Service Level Agreements (SLAs)
- Accessing and maintaining documentation or resources to help customers with problems
Extra Topics Covered:
- Developing resilience and avoiding burnout
- Body language
- Using social media for customer service
- Several video vignettes with industry professionals
- Job search and interviewing
Lecture Quality (5/5)
The instructor for this course presents each topic in a clear, concise, and engaging way. Each video lecture is brief and targeted. Graphics, slides and animations are used in a very practical way throughout the course.
Quiz Quality (1/5)
There are no quizzes offered with this course.
Assignment/Exercise Quality (1/5)
There are no assignments or exercises offered with this course.
Certificate Brand Quality (3/5)
This course is offered by Viktoriya Maya on the Udemy platform. While Viktoriya is well reviewed on Udemy, she is not well known within the Customer Service market. Udemy is one of the leading online learning platforms, but course quality varies dramatically.
What to Look For in a Customer Service Course
Our experts consider the following topics to be essential in a Customer Service Course.
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Understanding customer needs
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Understanding and committing to Service Level Agreements
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Building rapport and relationships with customers
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Managing your emotions
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Remaining positive and expressing positivity
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Managing expectations with customer
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Actively listening to customers
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Empathizing with customers
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Taking ownership of problems
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Dealing with negative emotions, upset or angry customers
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Overcoming misunderstandings
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Phrases to avoid
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Accessing and maintaining documentation or resources to help customers with problems
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The importance of follow-up and follow-through
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Effectively communicating on the phone
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Effectively communicating via email
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Effectively communicating via chat
High Growth Jobs in Customer Service
Click any of the links below to view the salary, job growth, necessary skills, and other information related to these jobs:
The Major Online Learning Platforms
Each online learning platform is unique. Some specialize in certain types of content, some partner with major universities or corporations to develop content, and some have special learning features. While not exhaustive, the list below includes the major online platforms whose courses we feature.
Pros / Cons
Pros: Certificates often are offered from major universities or corporations.
Cons: The quality of course content and features available varies dramatically between courses.
Cost
$$$
Pros / Cons
Pros: Courses are very similar to those offered in colleges.
Cons: The quality of content and features offered varies dramatically between learning programs.
Cost
$$$$
Pros / Cons
Pros: A focus on microlearning with consistently high-quality content. Consistent use of quizzes throughout all courses.
Cons: Pricing is skewed toward annual subscriptions, which is far more content (and cost) than most learners need within a year.
Cost
$$$
Pros / Cons
Pros: Labs offer a means of gaining practical experience in technical skills.
Cons: There are no incremental quizzes or ways to test learners on specific topics.
Cost
$$$$
Pros / Cons
Pros: Udemy tends to be one of the more affordable options for individuals looking to learn specific technical skills.
Cons: Highly inconsistent quality between courses.
Cost
$
Pros / Cons
Pros: Consistent, high-quality micro-content that focuses on practical exercises.
Cons: The catalog is somewhat limited compared to other vendors on this list.
Cost
$$$
Pros / Cons
Pros: Many free online classes are offered. Live online classroom experiences are offered for some of their courses.
Cons: Variable quality of courses, with some courses having relatively low quality.
Cost
$$$$$
Pros / Cons
Pros: Skillshare has a large library of courses related to creative skills.
Cons: Most courses are just a series of lectures with no interactivity, quizzing, or opportunities to practice concepts.
Cost
$$$
For more information, check out our detailed post on the best online course platforms.
Frequently Asked Questions about Customer Service
Are Customer Service Skills in Demand?
Yes. According to LinkedIn Learning’s 2023 analysis, customer service ranks third among the most in-demand skills by employers.
Which customer service jobs pay the most?
There are several customer service jobs that pay well. Some of the highest-paying customer service jobs include:
- Technical Support Specialist: Technical support specialists provide assistance with technical issues related to software, hardware, or other technology products. According to Glassdoor, the average salary for a technical support specialist is around $50,000 per year.
- Customer Success Manager: Customer success managers work with clients to ensure their needs are being met and they are satisfied with the company’s products or services. According to Indeed, the average salary for a customer success manager is around $75,000 per year.
- Customer Service Manager: Customer service managers oversee customer service representatives and ensure that customers are satisfied with the company’s products or services. According to Glassdoor, the average salary for a customer service manager is around $60,000 per year.
- Sales Representative: Sales representatives sell products or services to customers and provide customer support throughout the sales process. According to Glassdoor, the average salary for a sales representative is around $50,000 per year. However, in some fields Sales Represntatives can earn as much well over $100,000 per year.
- Account manager: Account managers work with clients to manage their accounts, provide customer support, and ensure client satisfaction. According to Glassdoor, the average salary for an account manager is around $65,000 per year.
Are customer service jobs hard?
Customer service jobs can be challenging and demanding, but they can also be rewarding. Here are some of the common difficulties that come with customer service jobs:
- Dealing with difficult customers: Customer service representatives may encounter customers who are angry, upset, or difficult to work with. It can be challenging to remain calm and professional in these situations.
- Handling multiple tasks: Customer service representatives may be required to handle multiple tasks at once, such as answering phone calls, responding to emails, and managing customer inquiries. This can be overwhelming and stressful.
- Meeting performance metrics: Customer service representatives may be expected to meet specific performance metrics, such as call times, customer satisfaction scores, or sales goals. Meeting these metrics can be challenging and require a lot of effort.
- Shift work: Customer service jobs often require working during non-traditional hours, such as evenings, weekends, or holidays. This can disrupt personal and social life.
Despite these challenges, customer service jobs can also be fulfilling. Many customer service representatives enjoy helping people, solving problems, and making a difference in their customers’ lives. Additionally, customer service jobs can provide opportunities for career advancement and skill development.
Why is customer service important?
Customer service is important for several reasons:
- Customer retention: Good customer service helps to retain customers. Customers who have positive experiences are more likely to return and continue doing business with a company. According to a study by American Express, 68% of customers are willing to spend more with a company that provides excellent customer service.
- Brand reputation: Good customer service can help to build a positive brand reputation. Customers who have positive experiences are more likely to recommend a company to others, and word-of-mouth recommendations can be very powerful.
- Competitive advantage: Good customer service can be a competitive advantage. In a crowded marketplace, companies that provide excellent customer service can differentiate themselves from their competitors.
- Problem-solving: Good customer service can help to solve problems and prevent issues from escalating. When customers have problems, they want them resolved quickly and efficiently. Good customer service can help to achieve this.
- Increased revenue: Good customer service can lead to increased revenue. Customers who have positive experiences are more likely to make additional purchases and spend more money with a company.