Increase your bottom line with outstanding customer service. Topics, in this online course, include identifying and improving your customer service processes; selecting the best customer service team members; setting performance expectations; keeping your team on track; and evaluating your customer service by identifying key indicators, collecting the data and putting the data to use.
THE PROGRAM
Customer Service Leadership is offered through our partner, Learning Resources Network, Inc. (aka UGotClass).
Unit 1: Effective Customer Service Processes
- Identifying major processes
- Essential questions about processes
- Improving processes
Unit 2: New Customer Service Team Members
- Keys to selecting the best team members
- Setting performance expectations
- Bringing new team members up to speed
Unit 3: Keep the Customer Service Team on Track
- Tips for keeping the customer service focus
- Improving team performance
- Recognizing the best
Unit 4: Evaluate Customer Service
- Key indicators of customer service
- How to collect the data
- Ways to use the data to improve
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
Your 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 offers a Course Transfer Option. The course Transfer Option allows you to retake any or all of the same UGotClass online course(s) at a future offering within the next 12 months at no extra cost.
RECOGNITION
A pdf transcript is issued by Learning Resources Network, Inc., and it will list Green River College as its partner organization.
HELP
Once the program has started, please direct all questions to info@ugotclass.org.
