Click Here to Register
24 Course Hours | 6 Weeks Access | $89
Choose Your Start Date (New sessions every month!)
This course will provide you with the information needed to understand how a positive attitude, going a step beyond basic customer service, and dealing effectively with complaints will enhance your work experience. You will learn the difference between internal and external customers. You will also learn how developing and implementing a comprehensive customer service policy promotes consistency in how customers are treated and keeps customers happy.
Syllabus:
- Customer Service Basics
- Defining Customer Service
- Internal and External Customers
- Interacting with Customers
- Understanding What the Customer Wants
- Developing Responsible Customer Service Skills
- Developing a Positive Attitude
- Going a Step Beyond What is Expected
- Dealing with Complaints and Problems
- Developing Verbal and Nonverbal Communication
- The Basics of Communication
- Customer Communication
- Customer Service Best Practices
- Creating Customer Service Standards from Best Practices
- Implementing Service Standards
- Monitoring Service Standards
- Maintaining Service Standards
- Attracting Loyal Customers
- Create Memorable Service
- Develop Loyal Customers
- How Loyal Employees Impact Customers
Learn more and view full lesson descriptions here
Course Format:
This course is completely online and you'll receive 24/7 access to the course platform during the access period. Two lessons are released weekly, on Wednesday and Friday for the six-week duration of the course.
In the Instructor-Led Course option, participants will interact with instructors and fellow students in lively online written discussion areas, which can be accessed any time of the day or night within the course access period. Quizzes, assignments, the pretest, and participation in the Discussion Area are optional.
You must pass the final exam in all lessons with a score of 80% or higher AND complete the Evaluation Form in order to receive your Certificate of Completion. You may retake final exams as many times as necessary within the six week duration of the program.
Hardware Requirements:
- This course can be taken on either a PC, Mac, or Chromebook.
Software Requirements:
- PC: Windows 10 or later.
- Browser: The latest version of Google Chrome or Mozilla Firefox is preferred. Microsoft Edge is also compatible.
- Any edition of Microsoft Office with desktop apps: Excel, Word, Outlook, PowerPoint, and Access (not included in enrollment).
- Adobe Acrobat Reader.
- Software must be installed and fully operational before the course begins.
- Email capabilities and access to a personal email account.
The instructional materials required for this course are included in enrollment and will be available online.
Enroll Now
