Customer Service

Customer Service 

Every customer takes a risk in trusting others with important parts of their life. They are asked to have faith in another person’s skills, knowledge, and good will. Customer service is a way of communicating that this trust is not misplaced. In this course you learn what customer service is, who your customers are, and how to build relationships with customers through everyday interactions. You will practice ways to communicate respect, attentiveness, and empathy in a variety of situations. The skills you learn in this course are meant to help you in your daily routine as well as when you need to defuse a customer’s negative impression and recover the relationship.


Hours: 0.50


Certificates provided by accrediting body (1 Match)

National Alliance for Direct Support Professionals


This activity is approved for 0.50 contact hours.

Course Details

Course Code: REL-ALL-0-CSERV
Hours: 0.5
Type: Online Course
Content Expiration Date: 3/31/2022
Learning Objectives:
Define customer service.
Identify who your customers are.
List 5 strategies for providing customer service.
Use customer service skills at all phases of customer interactions to build rapport.

Section 1: Introduction A. Scenario B. Al C. Gabe D. Chris E. Dana F. Wrap Up G. About This Course H. Learning Objectives Section 2: Customer Service: The Basics A. Who is Your Customer? B. What is Customer Service? C. Ideas into Interventions D. First Impressions E. Communicate You Care F. Build Rapport G. Be Present H. Service Recovery Section 3: Customer Service in Action A. Scenario 1 B. Scenario 2 C. Scenario 3 D. Scenario 4 Section 4: Conclusion A. Course Contributor B. References C. Congratulations

Instructor: Denton C. Hartman, MS, NHA (retired)
Denton C. Hartman, MS, NHA, served as a long-term care corporate trainer and Director of Staff Development at a retirement community in PA that employed over 600 staff. Additionally, he served as chairman of the Safety Committee there for over ten years. Mr. Hartman is a retired licensed Nursing Home Administrator, holding a BS in Education, an MS in Administration of Residential Programs. He has many years of experience developing staff from all disciplines in healthcare settings. Mr. Hartman currently serves as an instructor of adult education at Hagerstown Community College. Disclosure: Denton C. Hartman, MS, NHA (retired) has declared that no conflict of interest, Relevant Financial Relationship or Relevant Non-Financial Relationship exists.
Target Audience:
The target audience for this course is: Entry level General Staff; in the following settings: All Healthcare Settings.
Relias will be transparent in disclosing if any commercial support, sponsorship or co-providership is present prior to the learner completing the course.
Course Delivery Method and Format
Asynchronous/Online Distance Learning; please see certificate details for specifics on delivery format.
Relias has a grievance policy in place to facilitate reports of dissatisfaction. Relias will make every effort to resolve each grievance in a mutually satisfactory manner. In order to report a complaint or grievance please contact Relias.
If you require special accommodations to complete this module, please contact Relias Support by completing the web form ( or by using the chat functionality.
All courses offered by Relias, LLC are developed from a foundation of diversity, inclusiveness, and a multicultural perspective. Knowledge, values and awareness related to cultural competency are infused throughout the course content.
Reference herein to any specific commercial product, process, or service by trade name, trademark, service mark, manufacturer or otherwise does not constitute or imply any endorsement, recommendation, or favoring of, or affiliation with, Relias, LLC.
All characteristics and organizations referenced in the following training are fictional. Any resemblance to any actual organizations or persons living or dead, is purely coincidental.
To earn continuing education credit for this course you must achieve a passing score of 80% on the post-test and complete the course evaluation.
If you require special accommodations to complete this module, please contact Relias Customer Support here.