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As someone who participates in delivering high levels of customer service, you're an important ambassador for your organization. But do you truly feel empowered and capable of delivering top-notch customer service? In this six-week online course, you'll discover a number of dynamite methods to bring out your best and also do the same for the people you work with. You'll 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. As an added bonus, you'll unlock the power of leading by example and setting new trends for customer service in your business.
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? We'll 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'll learn how to communicate, resolve complaints, and build long-lasting customer service programs, all in six easy weeks.
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.
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.
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.
• Internet access
• One of the following browsers:
o Mozilla Firefox
o Microsoft Internet Explorer (9.0 or above)
o Google Chrome
• Adobe PDF plug-in (a free download obtained at Adobe.com .)
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)®.
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.
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