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

    Welcome

    • Before we begin...

    • Welcome and Course Information

    • Course Navigation

    • Learning Outcomes

  • 2

    Lesson 1: What is Customer and Client Service?

    • Introduction

    • Learning Objectives

    • Key Terms and Concepts

    • The Customer Service Workplace

    • What is Customer Service?

    • Customer Service is at the Heart of the Customer Experience

    • Why Customer Service Matters

    • The 7 Essentials to Excellent Customer Service

    • First Core Principle of Customer Service: Genuine and Personalized Interactions

    • Second Core Principle of Customer Service: Competency

    • Third Core Principle of Customer Service : Convenience

    • Fourth Core Principle of Customer Service: Being Proactive

    • Review: Core Principles of Customer Service

    • Product Needs

    • Working with Customer Diversity

    • Serving Diverse and Multicultural Customers

    • Accessibility for Ontarians with Disabilities Act

    • Importance of Accessibility

    • Lesson Summary

    • Reflection Questions

    • Quiz

  • 3

    Lesson 2: How to Interact with Customers

    • Introduction

    • Learning Objectives

    • Knowing your Business

    • Knowing your Products and Services

    • First Contact with Customers

    • The Art of Small Talk – Using the Customer’s Name

    • I.C.A.R.E. Method for Greeting Customers

    • SCENARIO: Applying the I.C.A.R.E. Method

    • Applying the I.C.A.R.E. Method: Ungraded Exercise

    • Extraordinary Customer-Service Problems

    • Fixing Extraordinary Customer-Service Problems

    • The L.A.S.T. Method to Customer Interactions

    • SCENARIO: Applying the L.A.S.T. Method

    • What is Empathy?

    • How You Communicate Empathy with Customers

    • Asking Questions is Critical to Excellent Customer Service

    • How to Interact with a Difficult Customer

    • Dealing with Difficult People, part 1

    • Dealing with Difficult People, part 2

    • Dealing with Difficult People, part 3

    • Dealing with Difficult People, part 4

    • Lesson Summary

    • Quiz

  • 4

    Lesson 3: Sales and Invoicing

    • Introduction

    • Learning Objectives

    • Key Terms and Concepts

    • Point of Sale

    • How to Sell to a Customer

    • 4 P's of Marketing

    • What is a Value Proposition?

    • Enquiry Type – Quote, part 1

    • Enquiry Type - Quote, part 2

    • Enquiry Type - Example Quote

    • Preparing a Sales Contract

    • How to Take a Customer's Order

    • Good Practices When Taking an Order

    • What is an Invoice?

    • Taxes

    • Receivables

    • Processing a Payment

    • Summary

    • Quiz

  • 5

    Lesson 4: Responding to Enquiries

    • Introduction

    • Learning Objectives

    • Key Terms and Concepts

    • Why Respond to Customer Enquiries?

    • Process for Handling a Customer Enquiry

    • Expediting

    • Contacting the Manufacturer

    • Tracking information

    • Documenting

    • Keeping Track of Pending Actions

    • The Importance of Active Listening

    • Responding to Inquiries via Text and Email

    • Lesson Summary

    • Reflection Questions

    • Quiz

  • 6

    Lesson 5: The Return Process

    • Introduction

    • Learning Objectives

    • Overall Process for the Return of a Product

    • Asking Questions

    • Accounting Terms

    • What are Credits and Debits?

    • Taking the Item Back

    • The Importance of Saying Thank You

    • Be Genuine

    • (again) The Importance of Saying Thank You

    • Lesson Summary

    • Reflection Questions

    • Quiz

  • 7

    Next steps

    • You're Almost Done!

    • Before you go...

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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