I enjoyed the Managing Customer Service course. It was well written and easy to follow. Tony Swaim did an excellent job in keeping the material informative, yet interesting and fun. I found the course useful as a refresher and also gained insight into current trends and updates in the customer service field. The links provided with each lesson gave additional information that was helpful. I would highly recommend this course!"
Dear Tony, Your class in "Managing Customer Service" was absolutely awesome! I have 20 plus years experience in the customer service profession, but have not had the opportunity to do any supervising or managing. I have thought about entering this field, and now after taking your class, it proves to me that I would love getting into the profession. The class was very insightful with many wonderful examples. Thank you for this fabulous experience."
I found this course to be very informative and useful. I learned a lot about business today and I hope to get good results with it as far as job skill is concerned. Highly recommend this course"
Tony, I really enjoyed taking this on-line course. The input you have provided is very valuable to me. All that I have learned from the course can and will be applied to my current job. Thank you Tony for making an on-line course enjoyable! Miranda"
I would like to thank the instructor. Customer service is not easy to teach, but he made the class interesting and useful."
I really found this course interesting and instructor style was very helpful to make me feel interested. I really enjoyed the course! Thanks!"
Enjoyed the course. It will definitely help me in my new position. Thank you."
Tony, I want to take the time to thank you for all the new ideas, thoughts and lessons I have learned taking your course. I know for a fact that I will carry these with me throughout my sales career and hopefully all my customers will be happier and my sales better because of what you have taught me."
Very interesting I learned a lot. I will ask my company to give this course to all the sales reps."
Thank you Tony for this course. Very helpful in several areas. I have just landed a new job in Customer Service and will be taking my notebook to work with me."
Course Code: cuf
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.
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.
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).
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.
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.
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.
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)®.
There are no prerequisites to take this course.
The instructional materials required for this course are included in enrollment and will be available online.
A new session of each course opens each month, allowing you to enroll whenever your busy schedule permits.
Once a course 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.
The interactive discussion area for each lesson automatically closes two weeks after each lesson is released, so you’re encouraged to complete each lesson within two weeks of its release.
The final exam will be released on the same day as the last lesson. Once the final exam has been released, you will have two weeks plus 10 days (24 days total) to complete the final and finish any remaining lessons in your course. No further extensions can be provided beyond these 10 days.