LRN0058 - Keys to Customer Service
205856
Delivery Options
WEB-Online (Self Paced w/ No campus attendance)
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Course Description
Learning to build your customer service skills will have a powerful impact on your career success as well in other areas of your life. Discover the direct relationship between service skills and career achievement to become an exceptional service provider. You can help your organization and your career by translating your good service intentions into a workable plan and gain knowledge of ways to consistently deliver great service. The payoff is enormous.
Course Outline
Unit 1Understand Service Matters
Longevity and Loyalty
Cost of a Lost Customer
Engage Your Customer
Longevity and Loyalty
Cost of a Lost Customer
Engage Your Customer
Unit 2
Listen to Your Customer
Active Listening
Avoid Improper Listening
The Power of Feedback
Listen to Your Customer
Active Listening
Avoid Improper Listening
The Power of Feedback
Unit 3
Web Sites and Electronic Communication
Web-Based Customer Service
Disadvantages of Web-Based Customer Service
Evaluate Your Web-Based Customer Service
Web Sites and Electronic Communication
Web-Based Customer Service
Disadvantages of Web-Based Customer Service
Evaluate Your Web-Based Customer Service
Unit 4
Customer Turnoffs
Exceed customer expectations
Recognize and categorize customer turnoffs
Deal with customer expectations and turnoffs
Customer Turnoffs
Exceed customer expectations
Recognize and categorize customer turnoffs
Deal with customer expectations and turnoffs
About Your Instructor
Nanette Sanders-Cobb, COI has been developing and teaching customer service classes for over ten years in addition to teaching online for fifteen years. She is a speaker and advisor, engages in marketing community festivals, and has trained and managed audit team members.
Having been in senior management and an audit team leader in the United States Air Force, she has trained staff in providing extraordinary service. She holds a Bachelor’s Degree in Business Administration and a Master’s Degree of Business and Public Administration. Nanette Sanders-Cobb has earned the distinction as a Certified Online Instructor.
Learner Outcomes
Course Outcomes
- Explain how building customer satisfaction and loyalty is needed for a business or organization to succeed.
- Calculate the possible impact of lost customers on a business or organization.
- Describe the important distinction between hearing and listening.
- List the five successful e-service delivery requirements.
- Recognize and categorize customer turnoffs.
- Discuss the importance of exceeding what customers expect.
Notes
Course Objectives- Students will gain an understanding of why service matters to every organization and recognize the role of customer service in career success.
- Students will discuss the essential skill of listening and list keys to provide service that wins customer loyalty.
- Students will learn techniques to defuse upset customers and learn to identify customer turnoffs.
Testimonials
"Build this skill for life. Thank you." - Peng Lan"I enjoyed this class. I liked the variety of learning methods used (videos, readings and discussions)." - Shonda Petree
Applies Towards the Following Digital Badges
- Customer Service Digital Badge - Online : Required Courses
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