MKT-BSN8910 - Customer Service Training

Course Description

This course will provide you with the information needed to understand how a positive attitude, going a step beyond basic customer service, and dealing effectively with complaints will enhance your work experience. You will learn the difference between internal and external customers. You will also learn how developing and implementing a comprehensive customer service policy promotes consistency in how customers are treated and keeps customers happy.

Course Outline

I. Customer Service Basics

Defining Customer Service
Internal and External Customers
Interacting with Customers
Understanding What the Customer Wants

II. Developing Responsible Customer Service Skills

Developing a Positive Attitude
Going a Step Beyond What is Expected
Dealing with Complaints and Problems

III. Developing Verbal and Nonverbal Communication

The Basics of Communication
Customer Communication

IV. Customer Service Best Practices

Creating Customer Service Standards from Best Practices
Implementing Service Standards
Monitoring Service Standards
Maintaining Service Standards

V. Attracting Loyal Customers

Create Memorable Service
Develop Loyal Customers
How Loyal Employees Impact Customers

Learner Outcomes

Communicate effectively
Identify internal and external customers
Interact positively with customers
Develop a positive attitude
Understand customer service
Create and implement service standards

Notes

This is an asynchronous, self-paced, online course offered through the third party vendor ed2go. This course can be taken on either a PC, Mac, or Chromebook. The instructional materials required for this course are included in enrollment and will be available online. You will have access to all lessons until the course ends.