Foundations in Customer and Client Service

In this 8-hr online course you will learn the fundamental skills and knowledge needed to be an excellent customer service representative.

Buy $89.00

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. The Customer Service Workplace
3. What is Customer Service?
4. Customer Service is at the Heart of the Customer Experience
5. Why Customer Service Matters
6. The 7 Essentials to Excellent Customer Service
7. The Four Core Principles
8. Core Principle Review
9. Product Needs
10. Working with Customer Diversity
11. Accessibility for Ontarians with Disabilities Act
12. What are the Customer Service Standard Requirements?
13. Importance of Accessibility
14. Lesson 1: Summary
15. Lesson 1: Quiz
1. Lesson 2: Introduction
2. Knowing Your Business
3. Knowing Your Products and Services
4. First Contact With Customers
5. The Art of Small Talk - Using the Customer's Name
6. I.C.A.R.E. Method for Greeting Customers
7. SCENARIO: Applying the I.C.A.R.E. Method - Ungraded Exercise
8. Applying the I.C.A.R.E. Method - Ungraded Exercise
9. Extraordinary Customer-Service Problems
10. Fixing Extraordinary Customer-Service Problems
11. The L.A.S.T. Methods to Customer Interactions
12. SCENARIO: Applying the L.A.S.T. Method
13. What is Empathy?
14. Asking Questions is Critical to Excellent Customer Service
15. How to Interact with a Difficult Customer
16. Dealing with Difficult People
17. Lesson 2: Summary
18. Lesson 2: Quiz
1. Lesson 3: Introduction
2. Point of Sale
3. How to Sell to a Customer
4. The 4 P's of Marketing
5. What is Value Proposition?
6. Enquiry Type - Quote
7. Preparing a Sales Contract
8. How to Take a Customer's Order
9. What is an Invoice?
10. Receivables
11. Lesson 3: Summary
12. Lesson 3: Quiz
1. Lesson 4: Introduction
2. Why Respond to Customer Enquiries?
3. Expediting
4. Contacting the Manufacturer
5. Tracking Information
6. Documenting
7. The Importance of Active Listening
8. When the Going Gets Tough
9. Responding to Enquiries
10. Lesson 4: Summary
11. Lesson 4: Quiz
1. Lesson 5: Introduction
2. Overall Process for the Return of the Product
3. Asking Questions
4. What are Credits and Debits?
5. Taking the Item Back
6. The Importance of Saying Thank You
7. Lesson 5: Summary
8. Lesson 5: Quiz
1. You're Almost Done!
2. Before You Go...

About this course

$89.00
70 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.