Welcome to the “Customer Service 101” video course intended to help you get to know your customers better and serve them more effectively. This course comprises seven lessons that cover everything from defining who your customers are to figuring out how to secure their loyalty for years to come. You’ll learn about forces of change that affect customer expectations, as well as how to connect with customers. You’ll even learn how to tactfully handle customers who are upset. After completing this course, you should have a solid foundation for what it takes to provide great customer service. To access your activity IDs, a View CE Certificate button will display on the profile upon completion of the course. This program is valid for 1 PDC for Society for Human Resource Management (SHRM), 1 hour(s) of recertification credit through the HR Certification Institute (HRCI) and 0.75 PDU for the Project Management Institute (PMI).