PSC156 - Quality Customer Service
Course Description
Service representatives often act as key members of organizations and play critical roles in delivering the best experience for every customer. Explore theories, strategies, and techniques for delivering quality service and building customer loyalty. This course is designed for service professionals with any level of experience who want to expand their knowledge, improve their skills, and increase their understanding of customer service.
Learner Outcomes
After completing this course, you'll be able to:
- Describe the benefits of providing quality customer service, identify internal customers, and identify how to help organizations excel
- Apply best practices in customer service and employ the criteria required for a satisfactory customer experience
- Describe the external and internal factors in a customer's experience and how these relate to the Voice of the Customer
- Identify the benefits of bringing respect, emotional support, and a personal touch to customer interactions, and apply these practices to customer interactions
- Differentiate between and recommend key performance indicators (KPIs) to enhance the customer experience
- Identify different types of face-to-face communication, the critical success factors in face-to-face communication, and the benefits of actively listening to customers
- Identify various remote customer service communication channels, e.g., online, phone, etc., and apply best practices for each channel
- Take action to increase the loyalty of the customers served
- Identify the benefits of customer complaints, the steps in the service recovery process, and analyze the moments of truth in real-life situations
Upon completion of the course, learners may be eligible for:
- IACET CEUs: 0.6 (Contact Hours: 6 hours)
- ATD CI Credits: 6
Please Note:
Learners must achieve an average test score of at least 70% to meet the minimum successful completion requirement and qualify to receive IACET CEUs.
Notes
This course is offered through our curriculum partner, MindEdge, Inc. MindEdge was founded in 1998 by Harvard and MIT educators with a mission to improve the way the world learns. Since then, more than three million learners have participated in MindEdge programs.
Registered students will receive individualized communication with further instructions to help you prepare for class.