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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
course materials
available
90 Days