Full course description
Course summary:
While many companies promise to deliver an incredible customer experience, some are better at supplying this than others. This course is designed around six critical elements of customer service that, when an organization truly embraces them, bring customers back to experience service that outdoes the competition. Communication techniques and strategies for dealing with problematic situations are discussed in detail.
Course objectives:
After completing this course, learners should be able to:
- Describe what a customer service approach is.
- Identify key components of good customer service.
- Demonstrate confidence and skill as a problem solver.
- Apply techniques to deal with difficult customers.
- Know how to provide excellent customer service.
Recommended background:
No additional background knowledge or skills are required for this course.
Course topics include:
- What Is Customer Service?
- Critical Elements of Customer Service
- Communication Skills
- Telephone Techniques
- Dealing with Difficult Customers
- Dealing with Challenges
- Dealing with Difficult People
Elements of the course:
- Informational text
- Interactive practice activities
- Supplemental reference materials
- Final assessment
This course is self-paced, allowing learners the flexibility to complete the course as quickly or slowly as they need.
After completing all course content and activities, you will complete a final quiz to demonstrate your understanding of key course concepts. Upon successful completion of the quiz, you will be awarded a certificate of completion.
Course creators:
This course was designed and developed by the Eppley Center for Parks and Public Lands at Indiana University, using content from Velsoft.
How to access:
Upon enrolling, you will receive instructions and the link to the Canvas course. Note: When you register, you will receive an email invitation. Be sure to accept that invitation, or Canvas will not allow you to open the course modules.
Enrollees can move through content modules at their own pace within the course timeframe.