University of Southern Indiana

Certificate in Customer Service Excellence

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 Training                                                                         

  • 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 with Customer 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

Contact Paula Nurrenbern, manager, customized solutions at 812-461-5425 or pjnurrenbe@usi.edu, for a needs assessment to see how our programs can meet the training needs of your company or organization.  


 

  • What other Lifelong Learners say about this course:

    "This program really fit our needs and expectations-I always appreciate your help!"

    Diane Alvey
    Assistant Manager of Bookstore Operations
    University of Southern Indiana Campus Store

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