Course Spotlight: Keys to Customer Service 1199

Excellent customer service skills are ones that can not only positively impact your career, but that can extend their reach beyond work to help you in many areas of life.

In “Keys to Customer Service 1199,” a class required to earn a Certificate in Customer Service from UWA Online, students will learn about the link between customer service skills and career success. In addition to learning how to provide exceptional service, participants will also discover how to take good service to the next level by translating it into a workable plan to aid a business.

This one-month course is divided into four units. In Unit 1, class participants will cover the following sections:

  • Understanding Service Matters
  • Longevity and Loyalty
  • Cost of a Lost Customer
  • Engaging Your Customer

The second unit includes:

  • Listening to Your Customer
  • Active Listening
  • Avoiding Improper Listening
  • The Power of Feedback

In Unit 3, students will learn about:

  • Websites and Electronic Communication
  • Web-based Customer Service
  • Disadvantages of Web-Based Customer Service
  • Evaluating Your Web-Based Customer Service

The last unit of the course will focus on:

  • Customer Turnoffs
  • Exceeding Customer Expectations
  • Recognizing and Categorizing Customer Turnoffs
  • Dealing with Customer Expectations and Turnoffs

By the end of the course, students will be able to calculate the impact of lost customers on a business or organization, describe the distinction between hearing and listening, list the five successful e-service delivery requirements and discuss the importance of exceeding what customers expect.

If you want to perfect your customer service skills, consider taking Keys to Customer Service 1199 through UWA Online! This course will be offered Feb 6-March 3, 2017; April 3-28, 2017 and June 5-30, 2017.

To register or to learn more, visit! #CustomerService #ContinuingEducation #UWAOnline #UniversityOfWestAlabama

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