Customer Service Certificate
Distance-Education.org
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:
- 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 quick facts
course code
DED510
cost
$149.00
estimated time to
complete course 24 Hours
complete course 24 Hours
course materials
available 90 Days
available 90 Days
