Customer Service Specialist Certificate
Businesses know that customer service excellence is critical to attracting and keeping customers in this competitive marketplace. They know that highly skilled professionals are required to keep their customers satisfied. Students will learn how to listen to and communicate with customers, build rapport, provide assistance and solve problems, plus learn the business and personal effectiveness skills that make them highly sought after in today’s job market.
These non-credit courses are designed for all customer service representatives, including telephone call center, retail, help desk, telemarketing, banking, medical office, sales, and hospitality, technical, external and internal service professionals and anyone else who deals with customers. The skills learned in these courses can be applied to all for profit and non-profit businesses and organizations, large or small. Those with experience as well as those interested in training for a new career are welcome.
Instructor: Lisa Fabbri, M.A., with experience as a Quality Management Specialist within an e-contract center providing customer care solutions to Web based companies.
Six courses are required to earn the Customer Service Specialist Certificate or just take those courses you are interested in for professional development.
Essentials of Quality Customer Service
Covers the importance of customer service, how to build customer loyalty and retention, business ethics and etiquette, and customer service related career opportunities.
Dates/Time: Tu, 6-9pm, one eve, 2/11
Cost: $59 + $25 materials fee
CRN: 198 Course Number: PRDV1015 Section: RWA
Effective Communication Techniques
Learn about communication styles plus proven techniques to quickly establish rapport, determine the customer’s spoken and unspoken needs, and how to best respond to those with cultural and linguistic differences.
Dates/Time: Tu, 6 – 9pm, one eve, 2/18
CRN: 199 Course Number: PRDV1016 Section: RWA
Taking Care of Business, Difficult People and Yourself
Discover easy ways to turn unhappy customers into loyal customers with proven strategies to diffuse anger, diplomatically respond to complaints, and resolve conflict plus learn techniques to reduce your own stress so you can take care of business and yourself!
Dates/Time: Tu, 6 – 9pm, one eve, 2/25
CRN: 200 Course Number: PRDV1018 Section: RWA
Problem Solving and Negotiations Skills
Determine the best ways to assess and solve your customers’ problems, how to make difficult decisions and negotiate for a win-win solution every time!
Dates/Time: Tu, 6-9pm, one eve, 3/4
CRN: 201 Course Number: PRDV1017 Section: RWA
Blending Sales and Service
Develop skills and strategies to assist and sell your customers since each time you speak to a customer is a chance to sell your company and how it can benefit the customer plus an opportunity to sell additional products and services.
Dates/Time: Tu, 6-9pm, one eve, 3/11
CRN: 202 Course Number: PRDV1019 Section: RWA
Delivering Knock Your Socks Off Service
Utilize the knowledge and skills you learned in the first five courses to develop exceptional, innovative ways of serving customers and show how you would bring value to an organization and the customer to create “knock your socks off” service.
Dates/Time: Tu, 6 – 9pm, one eve, 3/18
CRN: 203 Course Number: PRDV1020 Section: RWA