Class Overview

Keys to Customer Service | Seattle Central College - Continuing Education

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, and will become skilled at being an exceptional service provider.

You'll have the opportunity to:

  • Gain an understanding of why service matters to every organization, and recognize the role of customer service in career success
  • Discuss the essential skill of listening and list keys to providing service that wins customer loyalty
  • Learn techniques to defuse upset customers and learn to identify customer turnoffs

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!

Course Outline

  • Understand Service Matters
  • Longevity and Loyalty
  • Cost of a Lost Customer
  • Engage Your Customer
  • Listen to Your Customer
  • Active Listening
  • Avoid Improper Listening
  • The Power of Feedback
  • Web Sites and Electronic Communication
  • Web-Based Customer Service
  • Disadvantages of Web-Based Customer Service
  • Evaluate Your Web-Based Customer Service
  • Customer Turnoffs
  • Exceed customer expectations
  • Recognize and categorize customer turnoffs
  • Deal with customer expectations and turnoffs

Learning Outcomes

Upon completion of this course, you'll be able to:

  • Explain how building customer satisfaction and loyalty is needed for a business or organization to succeed
  • Calculate the possible impact of lost customers on a business or organization
  • Describe the important distinction between hearing and listening
  • List the five successful e-service delivery requirements
  • Recognize and categorize customer turnoffs
  • Discuss the importance of exceeding what customers expect

Who Should Take this Class?

  • Professionals who would like to improve their customer service skills
  • Job seekers who are interested in differentiating themselves from other candidates
  • Small business owners who seek guidance in providing consistent and excellent service

Session Details

  • Class ID: 5910
  • Instructor: Nanette Sanders-Cobb
  • When: 6/4/18 - 6/29/18
  • Total Number of Hours: 16
  • Where: Online
  • Fee: $145