This online certificate program, with all-new SkillSoft content, provides an overview of Customer Service functions, focusing on essential skills used by leaders, managers, and direct reports. Content includes relationship building, planning, phone etiquette, serving internal customers, and bouncing back from complaints.

Intended Audience

EOD certificate programs are offered only to UT employees.

This certificate program is designed to benefit various levels of employees and supervisors whose jobs include any level of internal or external customer service. The online learning approach is suitable for those who have unpredictable work schedules or other time commitments that prevent them from attending in-person training.

Curriculum

Participants will be assigned 6 online courses (4 total credit hours).

     Course Title Credit Hours
Relationship Building:
     Customer Service Fundamentals: Building Rapport in Customer Relationships 1
Customer Service Planning:
     Designing a Customer Service Strategy 0.5
Phone Etiquette:
     Customer Service over the Phone 1
Serving Internal Customers:
     Providing Effective Internal Customer Service 0.5
In-Person Etiquette:
     Providing On-Site Customer Service 0.5
Bouncing Back From Complaints:
     Dealing with Customer Service Incidents and Complaints 0.5

How to Enroll

Register for this certificate program inĀ K@TE, the learning management system. Once you log in with your NetID and password:

  1. Search in the top right search bar: “Customer Service Excellence.”
  2. Click “Request.”
  3. Once you open the curriculum inside your transcript, you will see a list of the courses.
  4. You will need to click “Launch” in the drop-down menu to the right in order to start the first course.
  5. 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.