Managing Customer Service
In this course you will look at all types of customers and how we can serve them better and improve ourselves in the= process. You will be provided a strong skillset including in-person and over the phone techniques, dealing with difficult customers, and generating return business.
Upon completion of this module, the student will be able to:
- Identify a Customer Service Manager’s key roles in an organization and summarize responsibilities
- Incorporate active listening skills
- Research positive and negative customer experience metrics
- Establish guidelines for increased loyalty
- Develop effective customer service management strategies
- Describe how to create a customer service philosophy for your company, department, or team
- Explain the purpose of having service standards and goals
- Describe why it is important to set SMART goals for customer service teams
- Explain why it is important to measure service quality
- Describe what service recovery looks, sounds, and feels like
- Identify obstacles to outstanding service
- Suggest ways in which to improve service quality
- Identify the costs of poor customer service
- Define customer care
- Example factors contributing to customer satisfaction
- Research your customer’s needs, service levels, and USPs
- Define customer retention and use its formula
- Answer why customer retention is vital
- List ways to increase customer retention
- Define and understand how to improve customer interaction
- Create a complaints handling policy and benchmark procedures for dealing with them
- Identify and respond to the importance of records management
- Understand how to improve records management to enhance customer service
- Define CRM key terms, identify CRM strategies, and research CRM applications
This course is part of the Small Business Essentials Micro-Credential Certificate. In order to achieve the certificate, students must successfully complete 4 courses.
Course number:
CEBNS 7120