Course 1: 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. One-month online course, Nanette Sanders-Cobb, COI, instructor.
Understand Service Matters
Longevity and Loyalty
Cost of a Lost Customer
Engage Your Customer
Listen to Your Customer
Avoid Improper Listening
The Power of Feedback
Web Sites and Electronic Communication
Web-Based Customer Service
Disadvantages of Web-Based Customer Service
Evaluate Your Web-Based Customer Service
Exceed customer expectations
Recognize and categorize customer turnoffs
Deal with customer expectations and turnoffs
Course 2: 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.
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
Unit 4: Marking Customer Service Extraordinary
Tweaking the customer's experience
Telling the world how great you are
Who Should Attend:
Those interested in retaining customers, serving your audience, or turning inquiries from potential customers into sales.
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.
Two one-month courses, Nanette Sanders-Cobb and Fred Bayley, instructors.
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 extensive service working on non-profit boards from creation to re-organization. He was the founding chair of a group that helps business through technology. He has helped rejuvenate a number of non-profits through consulting and being on the board. All of his work with non-profits was to help find ways not only for them to become more self-sustaining but to also fulfill their mission and complete their vision. Fred is a past president of the local chamber of commerce, Habitat work crew member, volunteer middle school wrestling coach and one-fourth of a handbell quartet.
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. It’s easy. It’s fun.
How 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.
Once inside the online classroom, here’s what you can expect.
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.
What you will do
For each Unit, you will:
Read the print readings (about 20 pages a week)
Have the option of accessing the online readings
Listen to the audio presentation for the Unit and view the slides
Have the option of taking a self-quiz to see how much you have learned
Engage in written online discussion with your instructor and other participants
For best learning, you should make one or more comments at 2-3 different times each week. The content (readings, audio lectures, slides) and self quizzes are accessible for the entire course, so you can work ahead, or go back and review again, at your convenience.
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.