Program Description
In the Customer Service Excellence micro-credential, you will dive deep into the world of customer service, exploring strategies and best practices employed by top organizations across various industries.
This program emphasizes practical insights, interactive exercises, and real-world case studies to bring customer service concepts to life. You'll learn how to master communication skills, handle challenging situations, and foster a customer-centric culture that exceeds expectations and drives customer loyalty.
Program Outline
Through this micro-credential, you will:
- Develop a comprehensive understanding of customer service excellence and its significance in contemporary business environments
- Examine key principles, theories, and frameworks underlying effective customer service strategies
- Explore the customer journey and touchpoints to identify opportunities for delivering outstanding service experiences
- Learn techniques for managing customer expectations and handling challenging situations
- Enhance interpersonal and communication skills for professional and empathetic customer engagement
- Cultivate a customer-centric organizational culture by aligning employee attitudes, behaviors, and processes
- Develop strategies for building customer loyalty, repeat business, and positive word-of-mouth
Learner Outcomes
By the end of this micro-credential, you will be able to:
- Develop a deep understanding of the principles and practices of customer service excellence
- Implement strategies to effectively manage customer expectations and handle difficult situations
- Enhance your communication skills to engage with customers professionally and empathetically
- Foster a customer-centric culture within your organization
- Build strategies that drive customer loyalty, repeat business, and positive word-of-mouth
Who the Program is for
This micro-credential is ideal for professionals across industries responsible for managing customer service teams, enhancing customer experiences, or anyone looking to deepen their understanding of customer service excellence and its impact on organizational success.
Delivery Format
This micro-credential offers flexible online courses tailored for working professionals. You will engage in a blended online learning experience, combining synchronous and asynchronous delivery methods.
This approach ensures a dynamic learning environment where you can participate in real-time virtual interactions while also having the flexibility to access materials and activities at your own pace.
Anticipated learner effort is 4-6 hours per week, per course.
Notes
- Register and complete individual courses at your own pace or select the bundle option to register for all courses in the certificate at once.
- We recommend certificates be completed within 2 years.
- Note, courses are subject to availability and listed courses are not guaranteed to be offered every term.
Our advisors are also here by email to answer your questions and provide you with the information you need, including:
- Certificate and course details
- Campus and student services