The Customer Service course will teach students the fundamentals of customer service, and help them to develop core competencies for providing excellent customer service. Students learn the definition of customer service, who their customers are, and how to be customer service oriented through description and examples. They learn tips for managing time and stress, communicating effectively with customers, and managing customer relationships. The course highlights being prepared, and dealing professionally with customer conflicts and complaints. It identifies common customer service pitfalls and explains how to avoid making them. It also emphasizes the importance of gathering and responding to customer feedback, and maintaining a professional image. Students are given ample opportunity to practise, apply and develop their customer service skills through the completion of hands-on tasks. The tasks focus on identifying good and bad customer service techniques, by analyzing and responding to various customer service scenarios A practice exercise and review questions are included at the end of each lesson to measure progress and reinforce the skills learned. There is also a lab exercise at the end of the course to provide further practice and review to reinforce the topics learned throughout the course, and to help prepare students for the exam.
Course manual is provided for on-going reference. There is a final exam upon completion of the course. Participants who receive 75% or higher on their exam will receive a certificate.
Lesson 1: What is Customer Service?; Why a Service-Orientation Matters; Strategies to Manage Time and Stress
Lesson 2: Develop Verbal Communication; Communicate a Customer-Friendly Attitude; Be in Tune With Your Customers; Develop Written Communication
Lesson 3: Processes and Procedures; Understand Customer Relationship Management; Techniques to Meet and Exceed Customer Needs
Lesson 4: Be Prepared; Deal with Complaints and Mistakes; Win Over Difficult Customers
Lesson 5: Customer Service Pitfalls; Gather and Respond to Feedback
Lesson 6: Maintain Service Levels; Develop Effective Service Quality Teams; Staying Current; Embrace New Technology Lab Exercise