SBA 101 - Core Skills of the Customer Service Professional

1.5 Continuing Education Units (CEU). This course is not for Credit(s). Credit(s).

This continuing education course is designed to provide participants with effective strategies to make a positive contribution to the success of every customer service experience and interaction. This course involves an 8-module online program in which students can earn a certification from the Customer Service Institute of America upon completion. Topics to be covered include: the basis of service, customer-focused service, understanding customer expectations and perceptions, internal partnerships, and service recovery.

Upon completion of this course, the students should be able to:
1. examine why customer-focused service is an essential business strategy;
2. define and explore “service” vs. “services”;
3. identify drivers of customer satisfaction;
4. examine customer behavior, expectations, and perceptions;
5. identify moments of truth during each customer interaction;
6. explain the difference between positive and negative language in communication; and
7. identify ways to effectively provide service recovery.