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customer-service-skills

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.

6 Weeks / 24 Course Hrs
Starting October 18, 2017

Offered in Partnership with your Preferred School

Anne Arundel Community College Why this school? It's been chosen based on your location or if you've visited this school's website.

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Learning Method

Instructor-led Confirm your Start Date in Cart

Managing Customer Service

Learning Method

Instructor-led Confirm your Start Date in Cart

Managing Customer Service Reviews

Managing Customer Service Details + Objective

Course Code: cuf

You Will Learn
  • Learn what award winning customer service looks like
  • Discover who your customers are and how you can best serve them
  • Learn what motivates customers and the best way to appeal to them
  • Learn how you can capitalize on consumer expectations
  • Learn to motivate and reward the people on your service rep team
  • Discover how to deal with upset customers and the steps to take when you face a difficult customer
  • Cultivate better service by learning how to choose the right team members
How the course is taught
  • Instructor-led course
  • 6 weeks in duration
  • Courses begin each month
  • 2 lessons released each week
  • 24 course hours
How you will benefit
  • Discover methods to bring out your best and the other customer service reps on your team
  • Reflect on how vital customer service is to your organization and how important it is to treat your customers with courteousness and respect
Managing Customer Service Outline
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Week 1

In this lesson, you will discover what winning customer service looks like.  You will learn what it takes to provide the best service the first time.  Then you will discover who your customers are and how you can best serve them.

Week 2

In this lesson, you will learn what motivates customers and the best way to appeal to them.  Then you will discover some secrets to making your current customers happy.

Week 3

This lesson will show the decline and revival of customer service and you will discover what you can do to capitalize on consumer expectations.  Then you will explore how you can help your organization by making the product available at the right time and place.  You will learn to harness the power of the P (product, price, place, promotion).

Week 4

In this lesson, you will discover how to cultivate the best qualities of every rep on your team.  You will discover secrets to efficient and friendly customer service.  Then you will learn how to measure the customer service you provide everyday through a user-friendly tour of the measurements and math behind your customer service counter.

Week 5

This lesson will examine the importance of clear and direct communication.  You will discover how to solve communication problems, especially when you are doing business over the phone.  Then you will learn how to revive a troubled customer service program, deal with upset customers, and use technology to simplify your job duties.  You will also go over the steps to take when you face a difficult customer and review the use of call centers, email and the Internet.

Week 6

In this final lesson, you will discover how to encourage and motivate your team of customer service personnel with strategies that work.  Then lean the best ways to reward and motivate customer service reps to treat their jobs as careers and their customers as friends. 

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Managing Customer Service Instructors
Tony Swaim

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)®.

Managing Customer Service Requirements / Prerequisites

There are no prerequisites for this course.

Managing Customer Service Frequently Asked Questions
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When can I get started?

A new session of each course opens each month, allowing you to enroll whenever your busy schedule permits!

How does it work?

Once a session starts, two lessons will be released each week, for the six-week duration of your course. You will have access to all previously released lessons until the course ends.

How long do I have to complete each lesson?

Keep in mind that the interactive discussion area for each lesson automatically closes 2 weeks after each lesson is released, so you’re encouraged to complete each lesson within two weeks of its release.

What if I need an extension?

The Final Exam will be released on the same day as the last lesson. Once the Final Exam has been released, you will have 2 weeks plus 10 days to complete the Final and finish any remaining lessons in your course. No further extensions can be provided beyond these 10 days.

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