Excellent customer service separates you from your competition. With the increase in technology, human interaction with customers becomes even more important. Learn how to translate good service intentions into a workable plan, discover ways to consistently deliver great service, and fine-tune your customer service skills from ordinary to extraordinary. By improving your customer service skills, you will improve productivity, increase your organization’s success and enhance your career skill set.
 

THE PROGRAM

The Customer Service Certificate is offered through our partner, Learning Resources Network, Inc. (aka UGotClass). It is composed of two, month-long courses:

1. Keys to Customer Service - 1 month

Unit 1

Unit 2

• Understand service matters
• Longevity and Loyalty
• Cost of a lost customer
• Engage your customer

  Unit 3

  • Listen to your customer
  • Active listening
  • Improper listening
  • The power of feedback

    Unit 4

    • Websites and electronic communication
    • Web-based customer service
    • Disadvantage of web-based customer service
    • Evaluate your web-based customer service

      1. Extraordinary Customer Service - 1 month

       

      Understanding Your Customer

      • Customer turn-offs
      • Exceed customer expectations
      • Recognize and categorize customer turn-offs
      • Deal with customer expectations and turn-offs

        Setting Customer Expectations

        • Why customer service is important
        • Knowing your customer
        • Customers are constantly evaluating you
        • Basic customer service skills you may not have considered

          Developing Effective Processes

          • Analyzing customer contacts
          • Developing internal customer targets
          • How to easily exceed your customer’s expectations

            Making Customer Service Extraordinary

            • What’s working for your customers
            • Re-engineering your process
            • Ways to give the best information
            • Handling complaints

               

              • Tweaking the customer’s experience
              • Telling the world how great you are
              • Having fun
              • HOW IT WORKS

                An invitation into the online classroom will be emailed to you the Wednesday before the class begins. The subject of the email invitation will be "Lern – Classroom Invitation". Please click to accept the invitation, and from there you will create a password and will be able to access the classroom. If you haven't received an invitation by the Thursday before the course begins, please forward your confirmation email to info@ugotclass.org, and a staff member will resend your invitation.

                Once inside the online classroom, here's what you can expect:

                Participate When You Want

                The online classroom is open 24 hours a day, seven days a week. There are no live real-time requirements or meetings. For the best learning, participants should log into the course on 2-3 different days of the week.

                What You Will Do

                Each course is composed of several units. For each unit, you will:

                • Access the online readings
                • Listen to the audio presentation for the unit and view the slides
                • Take a self-quiz to see how much you have learned
                • Engage in written online discussion with your instructor and other participants

                The content (readings, audio lectures, slides) and self-quizzes are accessible for the entire course, so you can work ahead, or go back and review again, at your convenience.

                Discussion

                The discussion for each unit lasts one week. All comments are made in writing and can be made at any time, day or night. Your instructor will log into the discussion area at least once a day and answer questions, make comments, and respond to comments by you and the other participants. We encourage you to make 2-3 comments each day to maximize your learning and enjoyment of the course.

                COMPLETION REQUIREMENTS

                1. Make at least one comment every week in the discussion.

                • The comment should show thought and be more substantive than just “Yes, I agree.” There is no length required for comments.
                • Replies to other comments and responses to other participants count as comments (in most cases your instructor values replies and responses as comments).
                • Questions and online discussion facilitative comments also count as long as there is some thought to them.

                2. Take the self-quiz at the end of every unit.

                • You must score 80% or higher.
                • You may retake any self-quiz as often as you need to get to the 80% score.

                Completion Timeline

                • The requirements should be completed by the last day of the course.
                • Individual instructors may extend the deadline upon request.
                • If, for any reason, you are not able to complete the requirements during the course, UGotClass will provide you with their Course Transfer Option. The course Transfer Option allows you to retake any or all of the same UGotClass online course at a future offering within the next 12 months at no extra cost.
                • RECOGNITION

                  A pdf Certificate of Completion is issued by Learning Resources Network, Inc. and will list Green River College as its partner organization.

                  HELP

                  Once the program has started, please direct all questions to info@ugotclass.org