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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 1
Understand Service Matters
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
 
Unit 3
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
 

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

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Thank you for your interest in this course. While we currently do not have a section open for enrollment, we invite you to join us the next time the class is offered. To ensure you don’t miss out, please complete a Course Inquiry and we’ll be sure to notify you as soon as the next enrollment opens.
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