Customer Service

Course Objective: Upon successful completion of this course, students will be able to:

• Acquire tools to provide quality customer service and make lasting impressions on customers.
• Explore how customers define the success of your company, as well as a customer’s emotional behaviors, and how that sensitivity influences his or her decision making.
• Discover techniques to increase customer satisfaction through your behavior, sensitivity, and respect.
• Examine the techniques for providing service through face-to-face contact, the factors that contribute to the success of that contact, and the benefits of actively listening to your customers.
• Identify the stages of customer management and recognize who your internal customers are. You will also explore value chain management and how to make positive long-term decisions that add value to your company.
• Identify the guidelines for dealing with unreasonable and irate customers.
• Take action to increase the loyalty of the customers you serve.
• Increase sales via customer service.

Target Student: This course is intended for customer service professionals with any level of experience who want to expand their knowledge, improve their skill set, and increase the understanding of customer benefits.

Prerequisites: There are no prerequisites for this course.
Saturday Class/Time: 9:00 a.m. – 3:00 p.m. (classroom)