Basics of Customer Service & Communication 2.0 – Online Certificate
This revamped online certificate program, with all-new LinkedIn content, focuses on essential customer service and communication competencies such as listening skills, managing customer conflict, negotiation skills and working with diverse customers.
Intended Audience
EOD certificate programs are offered only to UT employees.
This certificate program is designed to benefit various levels of faculty and staff at the university, particularly those who have unpredictable work schedules or other time commitments that prevent them from attending in-person training. Individual contributors from all departments are encouraged to participate in this development opportunity.
Curriculum
Participants will be assigned 23 courses, plus 1 quiz (26.25 total credit hours). The courses are grouped into three parts and should be completed in order. Upon completion of all of the courses, participants will be assigned a one-credit-hour multiple-choice quiz, consisting of questions taken directly from the LinkedIn Learning in-course quizzes. You must answer 70% correctly to pass. You may retake the quiz if you do not pass the first time.
| First 60 Days | |
|---|---|
| Course Title | Credit Hours |
| Customer Service Foundations | 1.5 |
| Creating a Positive Customer Experience | 1 |
| Leading a Customer-Centric Culture | 1 |
| Developing Your Emotional Intelligence | 1.5 |
| Listening to Customers | 0.5 |
| Customer Service: Managing Customer Feedback | 1 |
| Customer Service: Problem Solving and Troubleshooting | 0.5 |
| Communication Foundations | 1.5 |
| Interpersonal Communication | 1 |
| Second 60 Days | |
|---|---|
| Course Title | Credit Hours |
| Diversity, Inclusion, and Belonging | 1 |
| Communicating Across Cultures | 0.5 |
| Developing a Service Mindset | 1 |
| Communicating with Confidence | 1.5 |
| Personal Effectiveness Tips | 1 |
| Creating Positive Conversations with Challenging Customers | 0.5 |
| Working with Upset Customers | 1 |
| Negotiation Foundations | 1.5 |
| Final 60 Days | |
|---|---|
| Course Title | Credit Hours |
| Negotiation Skills | 2.5 |
| Customer Service: Motivating Your Team | 1 |
| Communication within Teams | .75 |
| Being an Effective Team Member | 1 |
| Communicating with Diplomacy and Tact | 1.5 |
| Customer Service: Serving Internal Customers | 1 |
How to Enroll
Register for this certificate program in K@TE, the learning management system. Once you log in with your NetID and password:
- Search in the top right search bar: “Basics of Customer Service & Communication 2.0 – Online Certificate.”
- Click “Request.”
- Once you open the curriculum inside your transcript, you will see a list of the courses.
- You will need to click “Launch” in the drop-down menu to the right in order to start the first course.
- New courses will become available for you to launch as you complete previous courses in the curriculum.
Please email uteod@tennessee.edu with any questions.
