The course objective is to engage in a set of hands-on activities, where students will gain familiarity with foundational concepts, processes, and strategies that are used to successfully provide customer service experiences as part of a sales, customer support or business team; practice navigating customer engagement situations with the purpose of building rapport, identifying the needs/challenges of the customer, and researching and effectively communicating a solution to resolve the customer's issues, and gain an understanding of how to navigate engagements with challenging customer behaviors, and gain an understanding of when and how to escalate a customer issue.