This course will teach students the fundamentals and develop core competencies for providing excellent customer service. Students learn the definition of who their customers are, and how to be 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 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.
METHOD OF DELIVERY
Integrated Learning™ System training facilitated by Academy of Learning Career College facilitators.
Course manual provided for on-going reference. Upon completion of the course, there is a final exam. Participants who achieve 75% or higher on their exam will receive a certificate.
Defining Customer Service; Being Customer Service Oriented; Managing Time and Stress
Developing Verbal Communication; Communicating a Customer-Friendly Attitude; Getting in Tune With Your Customers; Developing Written Communication
Following Processes and Procedures; Understanding Customer Relationship Management; Meeting and Exceeding Customer Needs
Being Prepared; Dealing With Complaints and Mistakes; Winning Over Difficult Customers
Avoiding Customer Service Pitfalls; Gathering and Responding to Feedback
Maintaining Service Levels; Developing Effective Service Quality Teams; Keeping Up with the Times.