Examines the principal functions of a customer service representative, the skills needed to succeed in the workplace, and the knowledge to advance into a leadership role within the service industry. Emphasizes effective communication skills, positive attitudes, problem solving, strategies for coping with challenging and dissatisfied customers, retention of customers, methods of measuring customer satisfaction, technology and customer service, and motivational techniques. NOTE: Upon successful completion of this course, students may choose to take an exam for a National Professional Certification in Customer Service from the National Retail Federation (NRF) Foundation. This exam is not included in this course.
Goals, Topics, and Objectives
- Define customer service and customer satisfaction.
- Compare internal and external customers.
- Interpret the cost of losing a customer.
- Identify the challenges to provide excellent customer service.
- Explain reputation management.
- Describe values and ethics.
- Problem Solving
- Analyze different problem solving strategies.
- Identify conflict.
- Employ negotiation techniques.
- Analyze the barriers of problem solving.
- Demonstrate different communication techniques.
- Discuss and demonstrate the proper use of grammar, spelling, and punctuation in customer service communications.
- Difficult Customers
- Discuss techniques to respond to various difficult customers.
- Define empowerment.
- Describe methodologies to exceed customer expectations.
- Define motivation.
- Describe the difference between wants and needs.
- Define leadership.
- Compare formal and informal leaders.
- Analyze the characteristics of a leader.
- Define retention.
- Describe customer-retention programs.
- Trends and Technology
- Recognize the impact of social media on customer service.
- Identify trends in customer service.
- Examine technology in customer service.
Assessment and Requirements
Students will be assessed through tests, quizzes, in-class activities, and/or outside assignments.