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Customer Service: Communicating Effectively with Customers

Course Description

This practical course is geared to those who work or are planning to work in the service sector or provide some form of service to customers. This course equips participants with the communication strategies and skills that are essential at every level of customer service.

Through discussions, case studies, and video cases students acquire practical and useful strategies and techniques for communicating with customers in a wide variety of real-life situations.

Topics include:

  • building rapport and empathizing with customers
  • speaking and writing persuasively
  • using active listening techniques
  • creating positive conversations with challenging customers
  • responding to complaints
  • delivering bad news
  • dealing with angry and frustrated customers
  • writing effective customer service emails
  • serving diverse customers
  • crisis communication

Over two weeks, you will:

  • Learn to compose routine messages using the direct and indirect strategies
  • Practice writing effective customer service emails
  • Identify five strategies for conflict resolution
  • Practice writing and speaking persuasively
  • Learn to modify various aspects of voice to augment verbal messages
  • Improve active listening skills
  • Practice communicating with empathy

There is an optional additional research assignment/ essay to be completed after the course. This lets you delve more deeply into a related topic of interest to you. Feedback is provided by the instructor.

Take the Communicating Effectively with Customers course + 2 more eligible courses and earn the Workplace Communication Skills digital badge.

Learn More About Digital Badges

Course Registration

Earn 20 hours for the class + 20 hours for the optional additional research assignment.

Date: TBD
Registration deadline: TBD
Research Assignment due: TBD
Location: Online
Instructor: TBD
Course price: $225*
Research Assignment** price: $165*

Submit our Class Interest Form to be notified when registration is available!

* Prices subject to change

** You must register for the 2-week intensive course in order to register for the optional research assignment. You cannot register for the research assignment only. The research assignment may be taken by anyone. It gives au pairs taking this course for education credits an additional 20 hours.

*** Although this is the final date for registration, the course may be cancelled the Wednesday before the class begins based on enrollment. Please register as early as possible to avoid class cancellation.


  • 20-40 hours
    • 2-week online course 20 hours
    • Optional Research Assignment available for additional 20 hours
  • Flexible study options
  • Professional faculty
  • Academic advisement
  • Certificate available by request
  • No registration or test fee
  • Full use of University facilities

How to Register

All registration and payment for courses is done online.

Research Assignment

The number of hours stated on the certificate is based on the average number of hours needed to complete the requirements of the assignment. Research assignments are due by the published deadline in the above course information and also as communicated in pre-arrival information sent by our Admissions team. Students may request an extension of up to 3 days by writing the Admissions team before the research assignment due date in writing to Requests for extensions after the research assignment due date will not be honored. Research assignments received after the due date or approved extended due date will not be accepted and the research assignment hours will be forfeited.

Students who registered and attended a weekend intensive course may add-on one (1) 20-hour research assignment for specific course and topic they attended no later than the Friday after the course completed. Requests to add on a 20-hour research paper after the Friday deadline will not be approved.


Please review all important policies related to our courses, including:

  • Attendance
  • I.D.
  • Course Completion
  • Certificate of Attendance
  • Payment and Tuition Cancellation
  • Withdrawal

Au pairs, please review all important policies related to au pair courses.

Pre-Arrival Information

Please review essential pre-arrival information before starting your class, including:

  • Campus location
  • Parking

For more information, please contact the English Language Institute/ Special Programs division.

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