Micro-credential Overview

This 8-hour online micro-credential is designed for people transitioning to a career that is client and customer focused.  

In this micro-credential, you examine some of the fundamental responsibilities of a customer service representative. This includes learning skills related to creating and relaying a professional and helpful attitude, creating a strong first impression, communicating well verbally and non-verbally, and – most importantly – understanding exactly what your customer needs and wants. You will also learn techniques to provide excellent customer service and to handle difficult customers.

Learners who successfully complete the course will earn the following micro-credential: Example Micro-Credential for This Course

Curriculum

    1. Before we begin...

    2. Welcome and Course Information

    3. Course Navigation

    4. Learning Outcomes

    1. Lesson 1: Introduction

    2. Lesson 1: Learning Objectives

    3. Lesson 1: Key Terms and Concepts

    4. Lesson 1: The Customer Service Workplace

    5. Lesson 1: What is Customer Service?

    6. Lesson1: Customer Service is at the Heart of the Customer Experience

    7. Lesson1: Why Customer Service Matters

    8. Lesson1: The 7 Essentials to Excellent Customer Service

    9. Lesson 1: First Core Principle of Customer Service: Genuine and Personalized Interactions

    10. Lesson 1: Second Core Principle of Customer Service: Competency

    11. Lesson1: Third Core Principle of Customer Service : Convenience

    12. Lesson 1: Fourth Core Principle of Customer Service: Being Proactive

    13. Lesson 1 Review: Core Principles of Customer Service

    14. Lesson 1: Product Needs

    15. Lesson 1: Working with Customer Diversity

    16. Lesson 1: Serving Diverse and Multicultural Customers

    17. Lesson 1: Accessibility for Ontarians with Disabilities Act

    18. Lesson 1: What are the Customer Service Standard Requirements?

    19. Lesson 1: Importance of Accessibility

    20. Lesson1: Summary

    21. Lesson 1: Reflection Questions

    22. Lesson1: Quiz

    1. Lesson 2: Introduction

    2. Lesson 2: Learning Objectives

    3. Lesson 2: Knowing your Business

    4. Lesson 2: Knowing your Products and Services

    5. Lesson 2: First Contact with Customers

    6. Lesson 2: The Art of Small Talk – Using the Customer’s Name

    7. Lesson 2: I.C.A.R.E. Method for Greeting Customers

    8. Lesson 2: SCENARIO: Applying the I.C.A.R.E. Method

    9. Lesson 2: Applying the I.C.A.R.E. Method: Ungraded Exercise

    10. Lesson 2: Extraordinary Customer-Service Problems

    11. Lesson 2: Fixing Extraordinary Customer-Service Problems

    12. Lesson 2: The L.A.S.T. Method to Customer Interactions

    13. Lesson 2: SCENARIO - Applying the L.A.S.T. Method

    14. Lesson 2: What is Empathy?

    15. Lesson2: How You Communicate Empathy with Customers

    16. Lesson 2: Asking Questions is Critical to Excellent Customer Service

    17. Lesson 2: How to Interact with a Difficult Customer

    18. Lesson 2: Dealing with Difficult People, part 1

    19. Lesson 2: Dealing with Difficult People, part 2

    20. Lesson 2: Dealing with Difficult People, part 3

    21. Lesson 2: Dealing with Difficult People, part 4

    22. Lesson 2: Summary

    23. Lesson 2: Quiz

    1. Lesson 3: Introduction

    2. Lesson 3 : Learning Objectives

    3. Lesson 3: Key Terms and Concepts

    4. Lesson 3: Point of Sale

    5. Lesson 3: How to Sell to a Customer

    6. Lesson 3: 4 P's of Marketing

    7. Lesson 3: What is a Value Proposition?

    8. Lesson 3: Enquiry Type – Quote, part 1

    9. Lesson 3: Enquiry Type - Quote, part 2

    10. Lesson 3: Enquiry Type - Example Quote

    11. Lesson 3: Preparing a Sales Contract

    12. Lesson 3: How to Take a Customer's Order

    13. Lesson3: Good Practices When Taking an Order

    14. Lesson 3: What is an Invoice?

    15. Lesson 3: Taxes

    16. Lesson 3: Receivables

    17. Lesson 3: Processing a Payment

    18. Lesson 3: Summary

    19. Lesson 3: Quiz

    1. Lesson 4: Introduction

    2. Lesson 4: Learning Objectives

    3. Lesson 4: Key Terms and Concepts

    4. Lesson 4: Why Respond to Customer Enquiries?

    5. Lesson4: Process for Handling a Customer Enquiry

    6. Lesson 4: Expediting

    7. Lesson 4: Contacting the Manufacturer

    8. Lesson 4: Tracking information

    9. Lesson 4: Documenting

    10. Lesson 4: Keeping Track of Pending Actions

    11. Lesson 4: The Importance of Active Listening

    12. Lesson4: The Importance of Active Listening- Continued

    13. Lesson 4: When the Going Gets Tough

    14. Lesson 4: Responding to Inquiries via Text

    15. Lesson 4: Responding to Inquiries via Email

    16. Lesson 4: Summary

    17. Lesson 4: Reflection Questions

    18. Lesson 4: Quiz

    1. Lesson 5: Introduction

    2. Lesson 5: Learning Objectives

    3. Lesson 5: Overall Process for the Return of a Product

    4. Lesson 5: Asking Questions

    5. Lesson 5: Accounting Terms

    6. Lesson 5: What are Credits and Debits?

    7. Lesson 5: Taking the Item Back

    8. Lesson 5: Taking the Item Back - Continued

    9. Lesson5 : The Importance of Saying Thank You

    10. Lesson 5: Be Genuine

    11. Lesson 5: (again) The Importance of Saying Thank You

    12. Lesson 5: Summary

    13. Lesson 5: Reflection Questions

    14. Lesson 5: Quiz

About this course

  • $89.00
  • 102 lessons
  • 0 hours of video content

Course Author

Course Author Renée Gendron

Renée Gendron is principle/owner of Vitae Dynamics. She extends business consultation services to SMEs to help them develop their ecosystem, develop resources, and prosper. She also extends custom workshops to develop skills, leadership, and conflict resolution abilities. She is keenly interested in larger economic processes and systems, and facilitates an online course on social entrepreneurship for Sault College.

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