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.

Two one-month courses, Nanette Sanders-Cobb and Fred Bayley, instructors.

Class Details:     

 Course Outline

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.

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

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
• Handling complaints

Unit 4: Marking Customer Service Extraordinary

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

About 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.  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.

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.

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. 

Tuition:

One-month online course $145, or attend both for $245.

Who Should Attend:

Those interested in retaining customers, serving your audience, or turning inquiries from potential customers into sales.

Schedule:

Late Spring Session: 4/1/2013 - 5/31/2013
(Late Registration Deadline - 4/5/2013)

Location:

Online