Course

Objective:

Learning Outcomes:

• describe how to create favorable impressions with customers
• illustrate how to maintain a professional attitude even when handling difficult customers
• describe components of proper telephone etiquette
• detail the verbal and nonverbal processes of communication
• formulate steps to work effectively on a team
• explain the concepts of time management and healthy work habits
• strategize how to conduct customer service through electronic media such as email and the Internet
• describe methods to anticipate, prevent and solve problems and complaints posed by customers
• demonstrate an understanding of customers' needs and wants
• describe how a positive attitude can improve interactions with customers
• outline methods of service to diverse customers, including those with different cultural backgrounds
• describe customer service employment and career development opportunities
• detail the advantages of CRM and the value to a business
• outline the electronic channels of e-CRM and advantages for the customer
• analyze social media and other digital marketing channels and the use for both a company and the customer
• describe the value of the customer relationship to the business
• describe how ethics can impact customer buying habits, and the value of ethics to a company
• outline the legal rights of the customer
• formulate the strategies a company can use to create brand loyalty
• demonstrate an understanding of the importance of trust in a company and how that relates to the customer

General Topics: