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Course Description

This course will provide students with an introduction to careers in the Customer Service industry with a focus on assessing and meeting customer needs. Students will develop employability skills and become skilled at providing superior customer experiences.

Course Outline

  1. Unit 1
    • Customer Service Fundamentals
    • Effective Communication and Listening
    • Business Etiquette
    • Global Diversity
  2. Unit 2
    • Managing Customer Expectations
    • Assessing and Meeting Customer Needs
    • Creating Customer Value and Satisfaction
    • Product and Service Knowledge Unit
  3. Unit 3
    • Phone Based Customer Service
    • Call Center Strategies
    • First Impressions and Building Relationships
    • Innovative Customer Service Techniques
  4. Unit 4
    • Working with Upset Customers
    • Educating Customers and Recommending Solutions
    • Remarkable Service Scenarios
    • Building Resilience
  5. Unit 5 1.
    • Succeeding in a New Job
    • Technology Skills Overview
    • Navigating the Call Center (experiential learning at call center site)
    • Review, Practice for Customer Service and Sales NRF Credential Exam

Learner Outcomes

  1. Upon completion, students should be able to define and provide excellent customer service and earn a Customer Service credential
  2. Students will explore careers in customer service including jobs such as call center representatives and customer service specialists
  3. Students will identify key skills needed for effective customer service and learn how to overcome barriers to customer service
  4. Students will also become skilled with professional work ethic, including punctuality, attitude, time management, communication and teamwork, conflict management, and job keeping skills
  5. Students will be prepared to pass the professional credential exam for Customer Service and Sales from the Rise Up NRF Foundation at the conclusion of class

Prerequisites

Prerequisite: completion of Working Smart Certificate program or co-enrollment in Working Smart course with program director approval.

Prerequisite content:

  1. Review of Working Smart Essential Skills
  2. Self-Management, Time Management, Personal Reactions, Staying Calm and Clear
  3. Communication Skills
  4. Active Listening, 4C’s of Communication, Expressing Concerns, Handling Feedback
  5. Problem Solving and Conflict Resolution Skills
  6. Problems and Goals, Facts vs Opinions, Options and Outcomes
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Application

Name
HRD Fee Waiver Application
Please call our Customer Service Center at 704.330.4223 or email at ContinuingEd@cpcc.edu for information on the next available section.
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