Summary
Customer Service: Listening Responding and Resolving
This course is aimed at students who are in the customer service field and want to improve their knowledge of customer service basics. Students will discuss what it means to have a service culture in an organization. They will examine customer service skills that include organization, communication, and personal motivation. This course also covers customer service as a process that includes greeting, listening, questioning, responding, and resolving. Students will discuss each step of the process in detail. Students do not need to have any prior knowledge of customer service to take this course.
Completion of this course will earn 0.575 CEUs.
Outline
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Unit 1: Customer service basics
- Topic A: Customers
- Topic B: The service culture
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Unit 2: Customer service skills
- Topic A: Organization skills
- Topic B: Communication factors
- Topic C: Personal motivation
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Unit 3: Greeting customers
- Topic A: Greeting overview
- Topic B: Phone and e-mail messages
- Topic C: Rapport
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Unit 4: Listening and questioning
- Topic A: Listening
- Topic B: Questioning
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Unit 5: Responding
- Topic A: Responding to customers
- Topic B: Resetting expectations
- Topic C: Working toward solutions
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Unit 6: Resolving issues
- Topic A: Customer appreciation
- Topic B: Follow-up techniques
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Unit 7: Using what you've learned
- Topic A: The implementation phase
- Topic B: Resources and tools
Course Schedule
DATES
LOCATION
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STATUS
**Indicates a course that is only a half day.