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Customer Service Certificate

Full 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.

Outcomes:

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.

Course Information (see above or below lessons, outlines, activities, etc.)

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

Contact Hours: 23