COMM081 - Customer Service Excellence

Course Description

In this online course, you'll learn and practice the fundamentals of excellent customer service, exploring skills and techniques to create impactful and memorable experiences that exceed customer expectations.

Over four weeks, you'll understand various customer service models and how to support different customer relationships and interaction methods.

Course Outline

In this course, you will:

• Define the attributes of good customer service
• Know and apply the stages of a service interaction to ensure a satisfying customer experience
• Demonstrate effective communication skills to facilitate shared understanding and clear expectations
• Apply customer service principles to different types of customer interactions
• Understand the difference between providing service and creating exceptional customer experiences
• Apply interpersonal communication skills to personalize interactions and connect effectively with customers
• Create memorable moments for customers to exceed their expectations
• Understand the different customer service models
• Adjust customer service approaches to address customer segments and their unique requirements for service excellence
• Adapt and customize customer service practices to serve an organization’s key accounts
• Apply techniques to address customer complaints effectively and restore positive customer relationships
• Handle organizational mistakes adeptly and effectively
• Address the unique or uncommon needs and issues of customers

Learner Outcomes

By the end of this course, you will be able to:

• Define the attributes of good customer service
• Apply stages of a service interaction to ensure satisfying customer experiences
• Demonstrate effective communication skills for clear understanding and expectations
• Apply customer service principles to different interactions
• Understand and create exceptional customer experiences
• Personalize interactions and connect effectively with customers
• Create memorable moments that exceed customer expectations
• Adjust customer service approaches for different segments
• Customize customer service practices for key accounts
• Address customer complaints and restore positive relationships
• Handle organizational mistakes effectively
• Address unique or uncommon customer needs and issues

Applies Towards the Following Certificates

• Customer Service Excellence Micro-credential : Core Courses