SBA 101 - CORE SKILLS OF THE CUSTOMER SERVICE PROFESSIONAL

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

Course Objectives:
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 student will 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 .