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Course Description

Learning to build your customer service skills will have a powerful impact on your career success as well as success in other areas of your life.  Through this course, you will discover the direct relationship between service skills and career achievement.  You will become skilled at being an exceptional service provider.  You can help your organization and your career by translating your good service intentions into a workable plan and gain knowledge of ways to consistently deliver great service.  The payoff is enormous. No discounts apply to online courses.

Course Outline

Unit 1

  • Understand Service Matters
  • Longevity and Loyalty
  • Cost of a Lost Customer
  • Engage Your Customer

 

Unit 2

  • Listen to Your Customer
  • Active Listening
  • Avoid Improper Listening
  • The Power of Feedback

 

Unit 3

  • Web Sites and Electronic Communication
  • Web-Based Customer Service
  • Disadvantages of Web-Based Customer Service
  • Evaluate Your Web-Based Customer Service

 

Unit 4

  • Customer Turnoffs
  • Exceed customer expectations
  • Recognize and categorize customer turnoffs
  • Deal with customer expectations and turnoffs

Notes

This online, self-paced course is scheduled for 4-weeks. There are no set meetings dates or time. Log into the online classroom when it's convenient for you.

This course is part of the Certificate in Customer Service.

Cancellation, Withdrawal and Refund Policy

A participant who withdraws from a non-credit course, in writing, up to one-week prior to the starting date of the course, will receive a refund, minus a $25 withdrawal fee; for all certificate programs the withdrawal fee is $50. For courses costing $75 or less, the withdrawal fee is $10 per course. No refunds will be given after that time. E-mail your withdrawal request to: ncce@temple.edu. Please note that if you do not officially withdrawal from a course and you do not attend the course, you are still responsible for payment. Temple University reserves the right to cancel a course for any reason. If the course is cancelled, you will be notified, and your entire tuition will be refunded.

For more information contact us at ncce@temple.edu or 267-468-8500.

Applies Towards the Following Certificates

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