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Customer Service Fundamentals Certificate Program

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.

Customer Service Courses

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.

Course Information: TBD

Course Information

Dates/Times: TBD
Location: Haverhill
Cost: TBD
CRN: TBD Course Number: TBD Section: TBD

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.

Course Information: TBD

Course Information

Dates/Times: TBD
Location: Haverhill
Cost: TBD
CRN: TBD Course Number: TBD Section: TBD

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!

Course Information: TBD

Course Information

Dates/Times: TBD
Location: Haverhill
Cost: TBD
CRN: TBD Course Number: TBD Section: TBD

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!

Course Information: TBD

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Dates/Times: TBD
Location: Haverhill
Cost: TBD
CRN: TBD Course Number: TBD Section: TBD

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.

Course Information: TBD

Course Information

Dates/Times: TBD
Location: Haverhill
Cost: TBD
CRN: TBD Course Number: TBD Section: TBD

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.

Course Information: TBD

Course Information

Dates/Times: TBD
Location: Haverhill
Cost: TBD
CRN: TBD Course Number: TBD Section: TBD

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