Customer Service: Listening, Responding, & Resolving

This course is aimed at students who are in the customer service field and want to improve their knowledge of customer service basics. Students will discuss what it means to have a service culture in an organization. They will examine customer service skills that include organization, communication, and personal motivation. This course also covers customer service as a process that includes greeting, listening, questioning, responding, and resolving. Students will discuss each step of the process in detail.

OUTLINE
Unit 1: Customer service basics

Unit 2: Customer service skills

Unit 3: Greeting customers

Unit 4: Listening and questioning

Unit 5: Responding

Unit 6: Resolving issues

Unit 7: Using what you've learned 

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October 20, 2017

8:30 AM

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October 20, 2017

4:00 PM

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