Course Offerings

In delivering high-level customer service, you're an important ambassador for your organization. In this course, you will discover how to bring out your best and that of the other people you work with. You will learn how to measure customer service from both your company's and the customers' points of view, and how to anticipate customer needs. Top-notch customer service begins with knowing your customers, and you'll learn how to use what you know about them to provide better service. You'll also identify how your current customer service skills stack up and how you can improve your ability to communicate, resolve complaints, and build long-lasting customer service programs.

Course Objectives

Learn how to correctly anticipate and meet customers' needs.

Discover effective methods to bring out their best customer service skills and learn how to motivate other people they work with while serving as an ambassador for their company.

Outline of Instruction

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

Contact Hours

24

CEUs

No

Industry Standard, State or National Certification

Certification

None

Website

None

Certification Learning Outcomes/Requirements

CE or CU Articulation

No

Prerequisites

There are no prerequisites to take this course.

Learning Supplies Needed

Hardware Requirements:
This course can be taken on either a PC, Mac, or Chromebook.

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.

Instructional Material Requirements:
The instructional materials required for this course are included in enrollment and will be available online.

Clinical Site/Special Facilities

None

Requirements for Successful Completion

90% attendance
• Students must successfully pass 10 quizzes with a minimum grade of 70% by the second quiz attempt.
• If all quizzes are not passed with 70 or better by the second attempt, the final exam score must be 70% or higher on the first attempt for successful completion.
• The Final Exam must be taken by the Wake Tech course end date.

Accreditation/Special Approval Requirements

N/A

Intended Audience

This course is intended for anyone who is interested in improving customer service skills.

Specific Industry or Business Support Needs

N/A

Wake County Need for Industry Positions

N/A

Industry or Job Titles Related to Training Outcomes for Employment

Related Courses

Course Contact Information

Courtney Boney
919-532-5581
[email protected]