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.

Five 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

Discover the importance of customer service, how to build customer loyalty and retention, business ethics and etiquette, and customer service related career opportunities.

138 PRDV1087-NAA: Tu, 6-9pm, one eve, 2/23, $51 + $20 materials fee, North Andover

Effective Problem Solving and Communication Techniques 

Learn about communication styles plus proven techniques to quickly establish rapport, determine the customer’s spoken and unspoken needs, and assess and solve your customer's problems.  Learn how to build rapport even with those customers who may have cultural and linguistic differences.

139 PRDV1088-NAA: Tu, 6-9, one eve, 3/2, $51, North Andover

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!

140 PRDV1089-NAA: Tu, 6-9pm, one eve, 3/9, $51, North Andover

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.

141 PRDV1090-NAA: Tu, 6-9pm, one eve, 3/16, $51, North Andover

Delivering Knock Your Socks Off Service

Utilize the knowledge and skills you learned in the first four 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.

142 PRDV1091-NAA: Tu, 6-9pm, one eve, 3/23, $51, North Andover