Customer Service

The Customer Service Learning Track is a five-course series on how to enhance the customer experience by demonstrating exceptional customer service and selling skills.

Every company’s greatest asset is its customers. Customer service is about making sure those customers keep coming back. During this course, we’ll explore what good customer service looks like, and why it’s so important in business today.

Let’s face it…it’s not always easy to be friendly, courteous and helpful. However, your attitude will greatly affect the customer’s experience—positively or negatively. During this course, we will present ways to help you bring a positive customer service attitude to each interaction.

Do you realize that your customers will be forming opinions of you, and your business, in a matter of seconds! Not only that, but you’re only as good as the last interaction you had with a customer. During this course, we will explore the communication skills and techniques that will help you make every single interaction with a customer a positive one.

Complaints go with the territory in customer service. Fortunately, that’s not necessarily a bad thing. During this course, we will look at customer complaints from a different point of view, determine what customers want when they complain, and discuss a process for resolving complaints that will keep your customers coming back.

Good sales and good customer service are surprisingly similar. The objective is the same for both—to satisfy the customer. During this course, we will learn about different selling strategies, and explore how combining good sales with good service will keep your customers coming back.

Skills Addressed:

• Building customer relationships
• Managing conflict
• Managing the customer experience
• Discovering customer needs
• Facilitating adaptability
• Recommending solutions
• Managing one’s emotions – self-management
• Asking for referrals

Duration of each course:

25 minutes

Duration of learning track:

Approximately 2.5 hours

Reinforcement Materials:

• Learning Track Workbook for Students
• Review and Reinforcement Guide for Managers