Prepare for the professional world of customer service by focusing on computer skills, business communications, and best practices in customer service.
Course Introduction:
This course is designed to teach you about the customer service work environment, methods for successful customer relations, and career advancement tactics.
Course Units:
- Unit 1: The Customer Service Workplace
- Unit 2: Customer Service Duties
- Unit 3: Customer Service Skillsets
- Unit 4: The Customer Service Career
- Unit 5: Improving the Customer Experience
- Unit 6: Responsibility to the Customer
- Unit 7: Course Project – Customer Service Training Manual
Course Learning Objectives:
- Describe how to create favorable impressions with customers;
- Illustrate how to maintain a professional attitude even when handling difficult customers;
- Describe components of proper telephone etiquette;
- Detail the verbal and nonverbal processes of communication;
- Formulate steps to work effectively on a team;
- Explain the concepts of time management and healthy work habits;
- Strategize how to conduct customer service through electronic media such as email and the Internet;
- Describe methods to anticipate, prevent and solve problems and complaints posed by customers;
- Demonstrate an understanding of customers' needs and wants;
- Describe how a positive attitude can improve interactions with customers;
- Outline methods of service to diverse customers, including those with different cultural backgrounds; and
- Describe customer service employment and career development opportunities.
Continuing Education Units: 2.6