Customer Service (Online)


NEXT CLASS BEGINS - 9/3/2013

Description: 

Customer service is now essential for business and all work organizations.  With the increase of technology, human interaction with customers becomes all the more important.  Whether it relates to retaining customers, serving your audience, or turning inquiries from potential customers into sales, good customer service is now one of the central factors in organizational success.

Learn to improve your customer service skills to enhance your career skill set, improve productivity, and increase your organization’s success. You will also take away some extraordinary customer service techniques you won’t find anywhere else.


Keys to Customer Service
Learning to build your customer service skills will have a powerful impact on your career success as well as success in other areas of your life.  Through this course you will discover the direct relationship between service skills and career achievement.  You will become skilled at being an exceptional service provider.  You can help your organization and your career by translating your good service intentions into a workable plan and gain knowledge of ways to consistently deliver great service.  The payoff is enormous.

Nanette Sanders-Cobb, Instructor. One month, online course.    

 outlineCourse Outline

Unit 1

  • Understand Service Matters
  • Longevity and Loyalty
  • Cost of a Lost Customer
  • Engage Your Customer

Unit 2

  • Listen to Your Customer
  • Active Listening
  • Avoid Improper Listening
  • The Power of Feedback

Unit 3

  • Web Sites and Electronic Communication
  • Web-Based Customer Service
  • Disadvantages of Web-Based Customer Service
  • Evaluate Your Web-Based Customer Service

Unit 4

  • Customer Turnoffs
  • Exceed customer expectations
  • Recognize and categorize customer turnoffs
  • Deal with customer expectations and turnoffs

Extraordinary Customer Service
Transform your customer service into something extraordinary. As a result more repeat business will improve your bottom line.  Customer service separates you from your competition. Extraordinary customer service comes from focusing on the few essential elements that yield big results. Discover how easy it is to tweak your customer service from the ordinary to the extraordinary. You'll take away a customer service plan that will help you focus on the key elements that will get you started on your pathway to success.  
   
Fred Bayley, Instructor. One month, online course.

Directional Arrows Course Objectives

  • To provide those interested clarity on how no one succeeds without attracting and keeping loyal customers
  • To articulate how to get customers beyond mere satisfaction and develop customer loyalty
  • To address the important distinction between hearing and listening
  • To emphasize why feedback is so important
  • To present the importance of Web-based customer service
  • To identify and reduce customer turnoffs
  • To recognize the importance of exceeding customer expectations

Puzzle Pieces Course Outcomes

Upon successful completion of the course, you will:

  • Upon successful completion of this course, you will:
  • Know how no one succeeds without attracting and keeping loyal customers
  • Be able to describe the important distinction between hearing and listening
  • Have the knowledge of the importance of Web-based customer service
  • Be able to categorize customer turnoffs and reduce the related problems.
  • Be able to discuss the importance of exceeding customer expectations

outlineCourse Outline

Unit 1: Understanding Your Customer

  • Why customer service is important
  • Knowing your customer
  • Customers are constantly evaluating you
  • Basic customer service skills you may not have thought of

Unit 2: Setting Customer Expectations

  • Analyzing customer contacts
  • Developing internal customer targets
  • How to easily exceed your customers' expectations

Unit 3: Developing Effective Processes

  • What is working for your customers
  • Re-engineering your process
  • Ways to give the best information
  • Handling complaints

Unit 4: Marking Customer Service Extraordinary

  • Tweaking the customer's experience
  • Telling the world how great you are
  • Having fun

Question MarkAbout online learning

Online learning is a fun, enjoyable and very productive way to learn. Millions of people are learning online each year. You will engage with the instructor and other participants. You will get to know your instructor and other participants. You may make friends. 

GearsHow the Course Works

It is easy to participate in your online course. After you register, you will be given a web address to go to get into your online classroom.  You will have a password and use your email address and password to gain access.

Calendar Participate when you want

You can participate any time of day or evening. The online classroom is open 24 hours a day, 7 days a week. There are no live real-time requirements or meetings. You decide when you participate. For the best learning, participants should log into the course on 2-3 different days of the week.

ChecklistWhat you will do

  1. In the online classroom, listen to audio lectures, view slides, even take an optional quiz to test yourself.
  2. Then post comments in the online discussion with your fellow participants and the instructor.  Your instructor logs on at least once a day to answer questions and join in on the discussion.
  3. Readings are assigned for each day from the textbooks provided at registration.

  4. Participate any time of day or night. The ideal is to go online 2-3 times a day since they are week-long courses, but you decide.

Discussion Discussion

The Discussion for each Unit lasts one week. All comments are made in writing and can be made at any time of the day or night.

Your instructor will log into the Discussion area at least once a day and answer questions, make comments, and respond to comments by you and the other participants.

We encourage you to make 2-3 comments each week to maximize your learning and enjoyment of the course.

It’s easy! It’s fun.

Mac Mini Technical Requirements

  • Internet access with Internet Explorer; Firefox Mozilla; or Safari web browser.
  • Access to Flash needed for audio and slide presentations.
  • Speakers to listen to audio.

About the Instructors

Nanette Sanders-Cobb, COI has been developing and teaching customer service classes for over ten years in addition to teaching online for fifteen years.  She is a speaker and advisor, engages in marketing community festivals, and has trained and managed audit team members. Having been in senior management and an audit team leader in the United States Air Force, she has trained staff in providing extraordinary service.  She holds a Bachelor’s Degree in Business Administration and a Master’s Degree of Business and Public Administration.  Nanette Sanders-Cobb has earned the distinction as a Certified Online Instructor.

Fred Bayley has been developing extraordinary customer service in an organization while our technology and information sources have changed. His area focuses on soft skills resulting in income almost doubling and profits up 300%.  Fred facilitates experiences on building positive working relations, customer service, and team building. Fred is a past president of the local chamber of commerce, Habitat crew member, volunteer middle school wrestling coach, and one-fourth of a hand bell quartet.  


Tuition:

One-month online course $145 each. Or attend both for $245 to receive certificate.


Who Should Attend:

Those looking to learn how to improve your customer service skills to enhance your career skill set, improve productivity, and increase your organization’s success.


Schedule:

Summer Session: 6/3/2013 - 7/26/2013

Course Outline
Keys to Customer Service: 6/3/2013 - 6/28/2013
Extraordinary Customer Service: 7/1/2013 - 7/26/2013


Location:

Online

 

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Schedule: 
 
Summer Session: 6/3/2013 - 7/26/2013
 
Course Outline: 
Keys to Customer Service: 6/3/2013- 6/28/2013
Extraordinary Customer Service: 7/1/2013- 7/26/2013
 
 
 
Tuition: 
 
One-month, $145