1. Customer Service Basics

2. Defining Customer Service

3. Internal and External Customers

4. Interacting with Customers

5. Understanding What the Customer Wants

6. Developing Responsible Customer Service Skills

7. Developing a Positive Attitude

8. Going a Step Beyond What is Expected

9. Dealing with Complaints and Problems

10. Developing Verbal and Nonverbal Communication

11. The Basics of Communication

12. Customer Communication

13. Customer Service Best Practices

14. Creating Customer Service Standards from Best Practices

15. Implementing Service Standards

16. Monitoring Service Standards

17. Maintaining Service Standards

18. Attracting Loyal Customers

19. Create Memorable Service

20. Develop Loyal Customers

21. How Loyal Employees Impact Customers

Prerequisites:

There are not prerequisites to take this course.

Requirements:

Hardware Requirements:

• This course can be taken on either a PC, Mac, or Chromebook.

Software Requirements:

• PC: Windows 10 or later.
• Mac: macOS 11.0 or later.
• Browser: The latest version of Google Chrome or Mozilla Firefox is preferred. Microsoft Edge and Safari are also compatible.
• Adobe Acrobat Reader
• Software must be installed and fully operational before the course begins.

Other:

• Email capabilities and access to a personal email account.

Instructional Material Requirements:

The instructional materials required for this course are included in enrollment and will be available online.