CUSTOMER SERVICE FUNDAMENTALS CERTIFICATE PROGRAM NEWLY EXPANDED!
Learn to listen and communicate with customers, build rapport, provide assistance and solve problems, plus learn business and personal effectiveness skills that make you highly sought after in today’s job market. Designed for anyone dealing with customers, the skills learned are applicable to all for-profit and nonprofit organizations; anyone with experience or interested in training for a new career are welcome. Complete all six modules to earn the certificate. Required book information: Delivering Knock Your Socks Off Service, fifth edition, ISBN-13: 978-0-8144-1755-3 may be purchased at AMACOM or Amazon.
Instructor: Lisa Fabbri Lopez, M.A. Customer Service Consultant, Customer Connections
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/Times: Tuesday, 6:00 p.m. to 9:00 p.m., one eve, 2/23
CRN: 112 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/Times: Tuesday, 6:00 p.m. to 9:00 p.m., one eve, 3/1
CRN: 113 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/Times: Tuesday, 6:00 p.m. to 9:00 p.m., one eve, 3/8
CRN: 114 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/Times: Tuesday, 6:00 p.m. to 9:00 p.m., one eve, 3/15
CRN: 115 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/Times: Tuesday, 6:00 p.m. to 9:00 p.m., one eve, 3/22
CRN: 116 Course Number: PRDV1019 Section: RWA
Delivering Knock Your Socks Off Services
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/Times: Tuesday, 6:00 p.m. to 9:00 p.m., one eve, 3/29
CRN: 117 Course Number: PRDV1020 Section: RWA
Customer Service for Healthcare Professionals
Dealing with patients, families and loved ones’ medical and emotional needs, fears and anxieties is particularly challenging, but patients are your customers and providing them with great customer service is just as critical as great medical care in creating a positive patient experience. Great customer service leads to patient satisfaction and increases the likelihood that patients will be more open with their providers, comply with recommendations, and return for additional care, all of which contributes to quality care, a great reputation in the community and a better bottom line. Learn to establish a positive first impression, how to best deal with difficult people, manage patients’ fears and emotions, diffuse upset customers and resolve complaints positively, deal with geriatric, disabled and other special populations, plus learn tips and strategies to deal with stress and take care of your self as well as the patients.
Instructor: Lisa Fabbri Lopez, M.A., Customer Service Consultant, Customer Connections with 25 years’ experience working in healthcare
Dates/Time: Saturday, 9:00 a.m. to 4:00 pm, one day, 5/14
Cost: $169 + $25 materials fee
CRN: 194 Course Number: PRDV1279 Section: RWA