Catalog Number: 10104191
This course equips learners to selectively hire, train, manage, and measure customer service providers as well as strategies to recover from difficult service situations. Topics include telephone/online etiquette, active listening and problem solving. Best practices in handling complaints, controlling stress and managing customer expectations will be explored. An examination of internal systems and policies that impact service to include customer relationship management software will be explored. This course is designed to help managers and supervisors of customer service representatives to increase customer satisfaction, loyalty and profitability.
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Please note that this class may or may not be offered in the term selected. Class listings are updated daily to reflect changes or additions. Please check prior to the beginning of the term for the most up-to-date information.
|Fall 2017||08/28/2017 TO 12/21/2017|
|Spring 2018||01/22/2018 TO 05/17/2018|
|Summer 2018||06/11/2018 TO 08/03/2018|