Program Description:
The Customer Service Excellence Micro-credential aims to provide students with a comprehensive understanding of customer service excellence and equip them with the skills and knowledge necessary to deliver exceptional customer service experiences. Delivered completely online, the program will explore various strategies and best practices employed by organizations across different industries, emphasizing the importance of customer-centricity and its impact on business success. Through a combination of theoretical insights, practical case studies, and interactive exercises, participants will develop a deep appreciation for the critical role customer service plays in fostering customer loyalty, relationship management and organizational effectiveness sustainability.
At the end of the Customer Service Excellence micro-credential, students will be able to:
- Develop a comprehensive understanding of customer service excellence and its significance in contemporary business environments.
- Examine the 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 effectively managing customer expectations and handling challenging situations.
- Enhance interpersonal and communication skills to engage with customers professionally and empathetically.
- 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.
Program Overview:
The program will be delivered online through a combination of synchronous (virtual) webinars, interactive discussions, case studies, group activities, and practical exercises. Experienced subject matter experts will facilitate the sessions, providing real-world insights and theoretical frameworks. The program will also include opportunities for networking and peer learning, allowing participants to exchange ideas, share experiences, and build professional connections.
The program is designed for professionals across industries who are responsible for managing customer service teams, customer experience enhancement, or anyone seeking to enhance their understanding of customer service excellence and its impact on organizational success.
Learner Effort:
4-6 hours per week
Computer Requirements:
A week prior to the start date of each course you will receive an email from us with information on how to access them. At that time you will be encouraged to visit a short orientation website to familiarize yourself with our online learning platform.