Customer Service Excellence Certificate

Customer service is not a department. It is a philosophy to be embraced by every employee, from the CEO to the most recently hired. The average company loses up to half its customers every year due to poor customer service, equating to $75 billion annually in losses.

Having well-training and skilled employees who can handle a variety of situation while reflecting a positive image for the company are a true asset. Poor employee behavior or employees who lack customer service skills can damage a company's reputation.

We offer training courses for employees to learn how to provide excellent customer service, for both internal and external customers. Each course is designed as a three-hour module, but courses can be combined to provide a customized certificate in Customer Service Excellence to best fit the needs of your organization.

Course options and learning objectives are listed below:

Customer Support Skills

---Develop an understanding of company goals ---Understand why customers call and discover customer expectations ---Learn the importance of telephone etiquette and building rapport with customers ---Learn the importance of the skill of empathy

Corporate Behavior and Customer Service Standards

---Understand the science of behavior ---Understand the benefits of corporate behavior and the consequences when employee behavior is poor ---Understand customer service standards and how they relate to customers and companies ---Employee engagement in the workplace

Dealing w/ Objections

---Understand factors leading to customer objections ---Identify the real objections and find points of interest ---Recognize strategies to overcome objections and learn how to deflate objections ---Using the HEAT model to turn dissatisfied customers into loyal ones

Whether it is shortening a training to fit in one day, increasing the curriculum to cover several classes,
or changing the location of the training from here at USI to your location,
we have the training you are looking for to grow your business.

Get Started Today

Request more information to get started on a needs assessment.
Together, we will develop the best plan for your employees and company.

Paula Nurrenbern Office 812-461-5425
Director of Corporate Partnerships Cell 812-455-3629
and Customized Training

8600 University Boulevard
Evansville, Indiana 47712

Pjnurrenbe@usi.edu USI.edu/Custom-Training

Lesley Groves Office 812-464-1854
Asst. Director of Corporate Partnerships
and Customized Training

8600 University Boulevard
Evansville, Indiana 47712

lagroves@usi.edu USI.edu/Custom-Training