Managing Customer Service
Managing Customer Service
As someone who participates in delivering high levels of customer service, you’re an important ambassador for your organization. In this course, you will discover a number of dynamite methods to bring out your best and also do the same for the people you work with. You will learn how to measure customer service—from your company’s point of view and from the customers—and discover how to anticipate the needs of your customers.
You may already understand that top-notch customer service begins with knowing your customers and their needs, but do you know how to evaluate those customers, or better yet, what to do with the data once you have it? You will take a look at that, as well as identify how your customer service stacks up right now, and how you can build on even the sharpest of service policies. Plus, you will learn how to communicate, resolve complaints, and build long-lasting customer service programs.
Syllabus
- Lesson 1 – Winning Customer Service
- Lesson 2 – Customers Revealed
- Lesson 3 – Customer Expectations
- Lesson 4 – Customer Service: Why Do It?
- Lesson 5 – The Decline (And Revival) of Customer Service
- Lesson 6 – Moving Forward With the Four P’s
- Lesson 7 – Traits of Outstanding Customer Reps
- Lesson 8 – Measuring Customer Service
- Lesson 9 – Customer Service Communication
- Lesson 10 – Helping Upset Customers
- Lesson 11 – Motivating Your Team Part I
- Lesson 12 – Motivating Your Team Part II
Requirements:
Hardware Requirements:
- This course can be taken on either a PC or Mac.
Software Requirements:
- PC: Windows 8 or later.
- Mac: macOS 10.6 or later.
- Browser: The latest version of Google Chrome or Mozilla Firefox are 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.
Prerequisites:
There are no prerequisites to take this course.
Instructional Material Requirements:
The instructional materials required for this course are included in enrollment and will be available online.
<ul><li>6 Weeks Access</li>
<li>Course Code: cuf</li>
<li>Start Dates* Dec 15 | Jan 12 | Feb 09 | Mar 16</li>
<li>$187.00 USD</li></ul><br><br>
<p><strong>Self-Paced</strong></p><br>
<ul><li>3 Months Access</li>
<li>Course Code: T9617</li>
<li>No Instructor, Start Anytime</li>
<li>$187.00 USD</li></ul>
Tony Swaim has helped many clients, colleagues, and students reach their professional and personal goals. He has been an online instructor since 1998 and has taught at colleges and universities across the United States since 1981. His focus areas are project management, Six Sigma, and supply chain management. Tony manages a successful consulting firm, and his industry experience includes 20 years of supply chain management. He earned a Doctorate in Business Administration from Kennesaw State University and holds professional certifications in six disciplines, including the Project Management Professional (PMP)® certification from the Project Management Institute (PMI)® and Certified Six Sigma Black Belt (CSSBB)® from the American Society for Quality (ASQ)®.
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