Course Name |
Cost |
Date/ Time(s) |
CRN # |
Campus Locations |
Registration |
$119 (includes materials) |
TBD |
TBD |
Leominster | Register now |
Certificate requires the following five workshops:
Course Outline:
Exceptional Customer Service Skills
Start with the big picture: What makes the difference in customer service excellence? How do departments and work teams design effective systems and processes to deliver extraordinary customer service? How does each person and group fit into this design? How do they support one another? Use assessment tools to analyze service and decide how it can be improved to meet or exceed customer expectations.
Customer Service Excellence
Each person makes a difference in creating and sustaining customer service excellence. How can you focus on the critical factors that make the difference in customer service? Do you know who your internal and external customers are? How do you clarify their important needs and concerns? Using some of the latest benchmarking methods, you’ll put together your own plan for personal service excellence.
Effective Communication with Customers
Focus on the power of communication to increase your effectiveness with external and internal customers. Examine the basics of communication in a multicultural customer setting; understand non-verbal and verbal elements; and practice key skills. Understand what the "moments of truth" are for the customer; and how awareness, attentive listening, and responsiveness can make a difference.
Dealing with Angry Customers
Handling potential conflicts and dealing effectively with angry customers are essential skills for anyone working in customer service. Through video examples, methods, and practice, you’ll gain practical skills for these encounters and examine possible pitfalls so they can be avoided.
Internal Customer Service
The way we treat each other determines the service we give to external customers. Learn the strong relationship between internal and external customer service, and then focus on the dynamics of internal customer service. Who are your internal customers? How can you serve each other? How can the quality of internal service make a difference in your overall effectiveness? Video examples and practice will help you gain practical skills.