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Customer Service

Every member of an organization needs to be involved in delivering excellent customer service. This course teaches exemplary customer service tactics used by professionals in all types of organizations. This course focuses on strategies for reaching company goals, dealing with complaints and problems, winning back customers and creating loyal customers. It emphasizes the importance of effective communication and collaboration techniques with a wide range of customer-focused activities. This course will develop the knowledge about the customer behavior, loyalty, exceptional service, problem-solving, time and stress management service skills and the impact of globalization on customer service. After completion of the course student will be able to resolve customer complaints and conflicts and will be able to serve a diverse population of customers.

Course Duration

Duration (Hrs)

Duration (Weeks)

Type

Next Start Dates

Teacher:Students

25

3

PartTime

Course Calendar

1:5

Course Outline

  1. The Customer Service Environment
  2. Introduction to Customer-Service
  3. Serving a diverse Population of Customers
  4. Customer Service and Essential Personal Skills
  5. Resolving customer conflicts and complaints
  6. Problem-solving, Time and Stress management service skills
  7. Communication Skills for Customer Service
  8. Customer focused listening skills
  9. Effective telephone communication
  10. The challenges of Customer Service
  11. The impact of Globalization on customer service
  12. Using Technology to better serve customers
  13. Managing, Training and rewarding great customer service
Expectations and Goals

After Successfully finishing the course student will improve their skills and/or acquire new ones. Student improves skills like communication, listening, problem-solving and organizational skills.

Pre-Requisites

None

Course Materials

Will be provided.

Other Costs

None

Career Prospects