Customer Service

This course will teach the fundamentals of customer service, and help them to develop core competencies for providing excellent service.

myAOLCC Hub (Online)
Beginner
30 Hours
What you'll learn
  • What is Customer Service?
  • Why a Service-Orientation Matters
  • Strategies to Manage Time and Stress
  • Develop Verbal Communication
  • Communicate a Customer-Friendly Attitude
  • Be in Tune With Your Customers
  • Develop Written Communication
  • Processes and Procedures
  • Understand Customer Relationship Management
  • Techniques to Meet and Exceed Customer Needs
  • Deal with Complaints and Mistakes
  • Win Over Difficult Customers
  • Customer Service Pitfalls
  • Gather and Respond to Feedback
  • Maintain Service Levels
  • Develop Effective Service Quality Teams
  • Staying Current
  • Embrace New Technology

Course Introduction

The Customer Service course will teach students the fundamentals of customer service, and help them to develop core competencies for providing excellent service. Students learn the definition of customer service, who their customers are, and how to be customer service oriented through description and examples. They learn tips for managing time and stress, communicating effectively with customers, and managing customer relationships.

The course highlights being prepared and dealing professionally with customer conflicts and complaints. It identifies common customer service pitfalls and explains how to avoid making them. It also emphasizes the importance of gathering and responding to customer feedback, and maintaining a professional image.

Course Prerequisites

None.

Course Outline

Customer Service

Lesson 1:

What is Customer Service?; Why a Service-Orientation Matters; Strategies to Manage Time and Stress

Lesson 2:

Develop Verbal Communication; Communicate a Customer-Friendly Attitude; Be in Tune With Your Customers; Develop Written Communication

Lesson 3:

Processes and Procedures; Understand Customer Relationship Management; Techniques to Meet and Exceed Customer Needs

Lesson 4:

Be Prepared; Deal with Complaints and Mistakes; Win Over Difficult Customers

Lesson 5:

Customer Service Pitfalls; Gather and Respond to Feedback

Lesson 6:

Maintain Service Levels; Develop Effective Service Quality Teams; Staying Current; Embrace New Technology

Course Notes

Evaluation is based solely on an Academy of Learning Career College final exam. Prior to taking the final exam, students must successfully complete all the components of the online course material. Participants who receive 75% or higher on their exam will receive a certificate.

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