LRN0058 - Keys to Customer Service

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

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

• 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

Applies Towards the Following Digital Badges

• Customer Service Digital Badge - Online : Required Courses