COMM081 Customer Service Excellence


Course Description

We all know how good it feels when the customer service we have received has exceeded our expectations! So what makes that service so outstanding? In this online course, we will review and practice the fundamentals of excellent customer service. We will also explore and apply skills and techniques to create impactful and memorable experiences for the purpose of exceeding customer expectations.

Students will gain an understanding of customer service models and the unique requirements to support different customer relationships and methods of interaction. During this four-week online course, students will learn about and practice customer service skills, focused on meeting and exceeding the expectations of their customers and clients.

Learner Outcomes

Week 1: The Fundamentals of Customer Service

  • Define the attributes of good customer service
  • Know and apply the stages of a service interaction to insure a satisfying customer experience
  • Demonstrate effective communication skills to facilitate shared understanding and clear expectations
  • Apply customer service principles to different types of customer interaction

Week 2: Facilitating Extraordinary Customer Experiences

  • Understand the difference between providing service and creating exceptional customer experiences
  • Apply interpersonal communications skills to personalize interactions and connect effectively with customers
  • Create memorable moments for customers in order exceed customer expectations

Week 3: Key Account Service

  • 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

Week 4: Addressing Issues and Mistakes

  • 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

Applies Towards the Following Certificates

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