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:

1. Identify a Customer Service Manager’s key roles in an organization and summarize responsibilities
2. Incorporate active listening skills
3. Research positive and negative customer experience metrics
4. Establish guidelines for increased loyalty
5. Develop effective customer service management strategies
6. Describe how to create a customer service philosophy for your company, department, or team
7. Explain the purpose of having service standards and goals
8. Describe why it is important to set SMART goals for customer service teams
9. Explain why it is important to measure service quality
10. Describe what service recovery looks, sounds, and feels like
11. Identify obstacles to outstanding service
12. Suggest ways in which to improve service quality
13. Identify the costs of poor customer service
14. Define customer care
15. Example factors contributing to customer satisfaction
16. Research your customer’s needs, service levels, and USPs
17. Define customer retention and use its formula
18. Answer why customer retention is vital
19. List ways to increase customer retention
20. Define and understand how to improve customer interaction
21. Create a complaint handling policy and benchmark procedures for dealing with them
22. Identify and respond to the importance of records management
23. Understand how to improve records management to enhance customer service
24. Define CRM key terms, identify CRM strategies, and research CRM applications