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Course Description

Each and every one of us serves cus­tomers, whether we real­ize it or not. Maybe you’re on the front lines of a com­pany, serv­ing the peo­ple who buy your prod­ucts. Per­haps you’re an accoun­tant, serv­ing the employ­ees by pro­duc­ing their pay checks and keep­ing the com­pany run­ning. Or maybe you’re a com­pany owner, serv­ing your staff and your customers.

The Chicago Institute of Business Excellent Cus­tomer Ser­vice course will look at all types of cus­tomers and how we can serve them bet­ter and improve our­selves in the process. You will be pro­vided a strong skill-​set includ­ing in-​person and over the phone tech­niques, deal­ing with dif­fi­cult cus­tomers, and gen­er­at­ing return business.

Learning Outcomes

By the end of this course, you will be able to:
  • State what cus­tomer ser­vice means in rela­tion to all your cus­tomers, both inter­nal and external
  • Rec­og­nize how your atti­tude affects cus­tomer service
  • Iden­tify your cus­tomers’ needs
  • Use out­stand­ing cus­tomer ser­vice to gen­er­ate return business
  • Build good will through in-​person cus­tomer service
  • Pro­vide out­stand­ing cus­tomer ser­vice over the phone
  • Con­nect with cus­tomers through online tools
  • Deal with dif­fi­cult customers

Course Features

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MODULES
Module One: Getting Started
Module Two: Who We Are and What We Do
Module Three: Establishing Your Attitude
Module Four: Identifying and Addressing Customer Needs
Module Five: Generating Return Business
Module Six: In-Person Customer Service
Module Seven: Giving Customer Service over the Phone
Module Eight: Providing Electronic Customer Service
Module Nine: Recovering Difficult Customers
Module Ten: Understanding When to Escalate
Module Eleven: Ten Things You Can Do to WOW Customers Every Time
Module Twelve: Wrapping Up

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