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Course Name
Customer Service Certificate

Contact Hours: 24

Course Description
This series is designed to help users create and maintain good customer services. Concepts covered include defining company-wide customer service and standards, strategies for effective communication, and effective problem resolution. The series also provides an overview of creating a customer service department that useful tools for providing excellent customer service.

Outcome

After completing this course, students will be able to:

Defining Service

  • Define "customers" and "service"
  • Gather repeat business
  • Get the entire company involved in good service
  • Create standards of customer service
  • Define a business`s customer segment

Communicating

  • Use the best words for getting the message across
  • Identify and speak to the customer`s style of communication
  • Use questions to get more information about a problem
  • Handle conflict and angry customers
  • Write purposeful letters to customers
  • Write effective "bad news" letters
  • Write useful instructions and manuals

Fixing Problems

  • Turn complaining customers into satisfied customers
  • Create answers to Frequently Asked Question
  • Answer internal questions
  • Find customer wants
  • Find the true sources of problems
  • Solve problems

Buildling a Department

  • Create a customer service organization
  • Build teams
  • Hire the right personalities for customer service
  • Motivate customer service people
  • Educate and improve customer service people
  • Set up a good organizational environment
  • Equip customer service for international relations

Tools of the Trade

  • Choose a phone system for customer contact
  • Use voice mail and phone etiquette for customer interactions
  • Set up phone and fax lines
  • Use electronic mail
  • Help design a company information web site

Assessment

Students may master the course/s by achieving a percentage at or above 70% for each individual lesson, through their scoring results of the course questions, the skill assessment, or a combination of both.


Outline

Defining Service

  • Understanding "Customers" and "Service"
  • Bringing the Customer Back
  • Making the Mission a Priority
  • Getting Everyone Involved
  • Service from the Top Down
  • Creating Service Standards
  • Implementing Service Standards
  • Customer Segments
  • Segmenting Your Customers

Communicating

  • Getting Your Message Across
  • Using the Right Words
  • Matching the Customer''s Style
  • Using Questions
  • Dealing with Angry Customers
  • Resolving Conflict
  • Writing Letters to Customers
  • Breaking Bad News in a Letter
  • Giving Written Instructions
  • Writing Helpful Manuals

Fixing Problems

  • Using Complaints
  • Frequently Asked Questions
  • Answering Employee Questions
  • Finding What Customers Want
  • Using Surveys
  • Finding (the Real) Problems
  • Finding Solutions

Buildling a Department

  • Forming a Customer Service Organization
  • Building Teams
  • Hiring Service Pros
  • Motivating Service People
  • Helping the Good Get Better
  • Creating a Productive Environment
  • Getting Help to Customer Service
  • Good Service for Your Employees
  • International Customer Service

Tools of the Trade

  • Talking to Customers
  • Using the Phone
  • Phone and Fax Lines
  • Electronic Mail
  • Communicating with Electronic Mail
  • The Internet
  • Presenting a Web Site