Name:
Customer Service e Learning Certificate -
UW Professional & Organizational Development Curriculum Guide
CUSTOMER SERVICE COURSES
Complete twenty (20) of the following courses.
COURSE DATE COMPLETED
The Process of Interpersonal Communication
SkillSoft e-Learning code: comm_02_a01_bs_enus
The Impact of Culture on Communication
SkillSoft e-Learning code: COMM0021
Improving Your Cross-cultural Communications
SkillSoft e-Learning code: COMM0023
Emotional Intelligence in the Workplace
SkillSoft e-Learning code: comm_09_a02_bs_enus
Listening to Comprehend
SkillSoft e-Learning code: comm_03_a02_bs_enus
Higher Purpose Listening
SkillSoft e-Learning code: comm_03_a03_bs_enus
Enhancing Listening Skills
SkillSoft e-Learning code: comm_03_a04_bs_enus
Difficult People in the Workplace Environment
SkillSoft e-Learning code: comm_04_a01_bs_enus
How to Work with Aggressive People
SkillSoft e-Learning code: comm_04_a02_bs_enus
How to Work with Arrogant and Duplicitous People
SkillSoft e-Learning code: comm_04_a04_bs_enus
Assertiveness from Inside to Outside
SkillSoft e-Learning code: comm_10_a02_bs_enus
Effective Interfunctional Relationships
SkillSoft e-Learning code: comm_12_a01_bs_enus
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COURSE DATE COMPLETED
Effective Intercultural Relationships
SkillSoft e-Learning code: comm_12_a02_bs_enus
Effective Intergender Relationships
SkillSoft e-Learning code: comm_12_a03_bs_enus
Effective Relationships with Customers
SkillSoft e-Learning code: comm_12_a04_bs_enus
Handling Conflict
SkillSoft e-Learning code: comm_07_a02_bs_enus
Making Telephone Calls Count
SkillSoft e-Learning code: COMM0412
Connecting and Communicating
SkillSoft e-Learning code: comm_08_a02_bs_enus
The Dynamics of Interacting
SkillSoft e-Learning code: comm_08_a04_bs_enus
What to Do When the Going Gets Tough
SkillSoft e-Learning code: comm_08_a06_bs_enus
Getting Results by Building Relationships
SkillSoft e-Learning code: comm_13_a01_bs_enus
Leading Without Authority
SkillSoft e-Learning code: comm_13_a03_bs_enus
Managing Your Anger
SkillSoft e-Learning code: COMM0702
The Fundamentals of Exceptional Customer Service
SkillSoft e-Learning code: cust_05_a02_bs_enus
The Customer’s Voice
SkillSoft e-Learning code: cust_05_a03_bs_enus
Advancing Service Expertise
SkillSoft e-Learning code: cust_05_a04_bs_enus
Customers, Confrontation and Conflict
SkillSoft e-Learning code: cust_05_a05_bs_enus
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COURSE DATE COMPLETED
Overcoming Difficult Service Situations
SkillSoft e-Learning code: cust_05_a06_bs_enus
The EXCEL Acronym: Instilling Service Excellence
SkillSoft e-Learning code: cust_05_a07_bs_enus
Discovering What Your Customers Want
SkillSoft e-Learning code: CUST0131
Developing Customer Satisfaction Surveys
SkillSoft e-Learning code: CUST0132
Customer Satisfaction: Analysis and Implementation
SkillSoft e-Learning code: CUST0133
Excellence in Internal Customer Service
SkillSoft e-Learning code: CUST0141
Overcoming Internal Customer Service Problems
SkillSoft e-Learning code: CUST0143
Managing Challenges in Customer Service
SkillSoft e-Learning code: CUST0153
Identifying Your Customer's Expectations
SkillSoft e-Learning code: CUST0171
Using Surveys to Measure Customer Satisfaction
SkillSoft e-Learning code: CUST0172
Bridge the Expectations Gap
SkillSoft e-Learning code: CUST0173
Understanding Processes
SkillSoft e-Learning code: OPER0124
Problem Framing
SkillSoft e-Learning code: pd_04_a02_bs_enus
Problem Solving: Generating Alternatives
SkillSoft e-Learning code: pd_04_a03_bs_enus
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COURSE DATE COMPLETED
Making Decisions Dynamically
SkillSoft e-Learning code: pd_04_a04_bs_enus
Decision Making: Implementation and Evaluation
SkillSoft e-Learning code: pd_04_a05_bs_enus
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SIMULATIONS
Complete four (4) of the following simulations.
TITLE DATE COMPLETED
Effective Listening Simulation
SkillSoft e-Learning code: COMM003A
Effective Communication with Difficult Coworkers Simulation
SkillSoft e-Learning code: COMM004B
Building Improved Work Relationships Simulation
SkillSoft e-Learning code: COMM012A
Managing Anger in the Workplace Simulation
SkillSoft e-Learning code: COMM0700
Excel at Customer Service Simulation
SkillSoft e-Learning code: CUST005A
Providing Customer Service Simulation
SkillSoft e-Learning code: CUST005B
Measuring Customer Satisfaction Simulation
SkillSoft e-Learning code: CUST0130
Internal Customer Service: Conflict and Complaints Simulation
SkillSoft e-Learning code: CUST0140
Creativity and innovation in the Workplace Simulation
SkillSoft e-Learning code: PD0030
Effective Thinking and Creative Problem Solving Simulation
SkillSoft e-Learning code: PD004A
Rational Decision-making and Problem Solving Simulation
SkillSoft e-Learning code: PD004B
NOTE: CTRL + click on each course code for course details. For more information about pursuing and completing an e-
Learning Certificate, visit: http://www.washington.edu/admin/hr/pod/certificates/.
pod@u.washington.edu www.washington.edu/admin/hr/pod/index.html
206-543-1957 60 Bloedel Hall , Seattle, WA 98195-4570 fax 206-543-8700
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