After completing E-Commerce: Customer Service and Payment, the user should be able to:

	Identify the different types of call centers
	Use a Web information model
	Define various electronic payment types
	Identify security risks and the ways to protect against them

The Call Center

	Handling call center tasks
	Why a call center?
	The 24x7 call center
	The shifting call center
	The online customer service center
	The online help desk

Other Customer Service Concerns

	Bad and good FAQs
	Designing effective FAQs
	Customer-driven service
	Anticipating your customers' needs
	Data mining your service information
	Outsourcing customer service

Payment Types

	Understanding value
	Internet customers and payments
	Payment types
	Electronic data interchange
	Online banking

Payment Systems

	Modern payment systems
	Credit cards
	Electronic checks
	Micropayments

Payment Security

	Security Problems
	Security over networks
	How it all works together

This course has the following features:

	Exercises that allow users to explore how a course topic applies to e-commerce
	A file containing the text of the exercises
	Activities that allow users to apply concepts in an interactive questioning environment
	A glossary
	A Skill Assessment

	E-Commerce: Your E-Business (ECOM01)
	E-Commerce: Getting Started (ECOM02)
	E-Commerce: Influences on E-Commerce (ECOM03)
	E-Commerce: Killer Apps (ECOM04)
	E-Commerce: Developing Your E-Business (ECOM05)
	E-Commerce: Real-Time and Data Mining (ECOM06)
	E-Commerce: Lowering Your Business Costs (ECOM07)
	E-Commerce: Marketing Your E-Business (ECOM09)
	E-Commerce: Advertising on the Internet (ECOM10)
	E-Commerce: Building Marketing Strategy (ECOM11)
	E-Commerce: Resource Planning (ECOM12)
	E-Commerce: Managing Your E-Business (ECOM13)