Instructor(s):Self-Study
Requirements:
Hardware Requirements:
- This course can be taken on either a PC, Mac, or Chromebook.
Software Requirements:
- PC: Windows 10 or later.
- Mac: macOS 11.0 or later.
- Browser: The latest version of Google Chrome or Mozilla Firefox is preferred. Microsoft Edge and Safari are also compatible.
- Adobe Acrobat Reader
- Software must be installed and fully operational before the course begins.
Other:
- Email capabilities and access to a personal email account.
Instructional Material Requirements:
The instructional materials required for this course are included in enrollment and will be available online.
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Lesson 1
- Customer Service Basics
- Defining Customer Service
- Internal and External Customers
- Interacting with Customers
- Understanding What the Customer Wants
- Developing Responsible Customer Service Skills
- Developing a Positive Attitude
- Going a Step Beyond What is Expected
- Dealing with Complaints and Problems
- Developing Verbal and Nonverbal Communication
- The Basics of Communication
- Customer Communication
- Customer Service Best Practices
- Creating Customer Service Standards from Best Practices
- Implementing Service Standards
- Monitoring Service Standards
- Maintaining Service Standards
- Attracting Loyal Customers
- Create Memorable Service
- Develop Loyal Customers
- How Loyal Employees Impact Customers
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