Course Status:	Released	Courseware Features
Course Language:	English
Course Duration:	2 Hours
Deployment Options:	Online, Interactive CDs, Network,

Audience

Customer service agents

Prerequisites

Ability to use a keyboard and a mouse

Course Aim

To discuss the role of the customer service agent as a profession

Learning Objectives

To discuss the role of the customer service agent as a profession

Learning Events

Learning event 1 Learning event 1 title: The customer service professional Learning objects LEARNING OBJECT TITLE: Is the customer service agent a professional? LEARNING OBJECT TYPE: Seminar OBJECTIVE: After taking this learning object, the student should be able to describe the technical skills and knowledge resources required of a professional CSA. LEARNING OBJECT TITLE: Is the customer service agent role a profession? LEARNING OBJECT TYPE: Seminar OBJECTIVE: After taking this learning object, the student should be able to describe the reasons why the role of the CSA is a professional one. LEARNING OBJECT TITLE: Determining personal assets and liabilities LEARNING OBJECT TYPE: Lesson OBJECTIVE: After taking this learning object, the student should be able to identify their strengths and weaknesses in relation to their role. LEARNING OBJECT TITLE: Professional ethics and the customer service agent LEARNING OBJECT TYPE: Seminar OBJECTIVE: After taking this learning object, the student should be able to describe the ethical issues pertaining to the role of the CSA.

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