Excellence in Customer Service
Course Description Overview
As a customer service representative, you're expected to handle every customer that comes your way. To be effective, you need not only knowledge of the products or services your company sells, but also people skills that will help you interact with customers in a positive and professional manner. Your level of product or service knowledge may enable you to understand and resolve problems, but without understanding how to properly interact with customers, you can't truly serve the customer. In this course, you will apply important principles and skills you can use as a customer service professional.
In addition to providing basic customer service, you'll also learn important principles and skills you can use to solve difficult and challenging customer interactions, encourage further sales, and take on leadership responsibilities.
In this course, you will refresh and expand your customer service skill set.
You will:
- Apply fundamental customer service knowledge and skills.
- Manage your everyday workflow.
- Take care of customers by assessing their needs, resolving their issues, and encouraging further sales.
- Deal with challenging customer interactions.
- Apply customer service leadership skills.
To ensure your success, we recommend you have some level of customer-service work experience in any of a variety of organizational settings. You should also have general end-user computer and Internet skills.
You may wish to take the following United States Career Campus courses:
- Customer Service (Second Edition)
- Using Microsoft® Windows® 10
- Microsoft® Windows® 10
- Microsoft® Office 2016, 2019, or 365
- Any PDF reader
For this course, you will need one computer for each student and one for the instructor. Each computer will need the following minimum hardware configurations:
- 1 gigahertz (GHz) 64-bit (x64) processor.
- 2 gigabytes (GB) of Random Access Memory (RAM).
- 32 GB available storage space.
- Monitor capable of a screen resolution of at least 1,024 × 768 pixels, at least a 256-color display, and a video adapter with at least 4 MB of memory.
- Bootable DVD-ROM or USB drive.
- Keyboard and mouse or a compatible pointing device.
- Fast Ethernet (100 Mb/s) adapter or faster and cabling to connect to the classroom network.
- IP addresses that do not conflict with other portions of your network.
- Internet access (contact your local network administrator).
- (Instructor computer only) A display system to project the instructor's computer screen.
Lesson 1: Applying Customer Service Foundations
Topic A: Assess Customer Service Basics
Topic B: Develop Interpersonal Skills
Lesson 2: Managing Your Workflow
Topic A: Apply Organizational Skills
Topic B: Handle Simultaneous Customer Contacts
Topic C: Manage Individual Stress
Lesson 3: Taking Care of Customers
Topic A: Maintain Focus on the Issue
Topic B: Assess Customers
Topic C: Diagnose Customers’ Problems
Topic D: Educate the Customer
Topic E: Resolve Customers’ Problems
Topic F: Encourage Further Sales Through Service
Lesson 4: Dealing with Challenging Customer Interactions
Topic A: Recognize Difficult Situations
Topic B: Work within Your Company Parameters
Topic C: Handle a Difficult Interaction
Topic D: Overcome Negativity
Topic E: Redirect the Customer
Topic F: Follow Up on a Challenging Situation
Lesson 5: Progressing to Leadership
Topic A: Lead from Within Your Team
Topic B: Address Escalated Customer Issues
Topic C: Analyze Customer Service Metrics