Advanced Customer Oriented Service
PD-SMC – D1
Number of Contact Hours
3 Credit Hour
Duration and Frequency
Mode of Delivery
Professional Development –
D- Sales and Marketing Courses
Exceptional customer service is one area that can set your organization apart from your competition. Arm your employees with the best tools available to provide great service internally, as well as service that turns prospects into customers and turn new customers into repeat customers.
In order to create customer satisfaction, you need to go beyond good customer service and exceed your customers’ expectations with consistently exceptional service. In order to achieve this it is important to ask yourself some questions:
Prospects are converted into customers by good sales techniques. But what converts new customers to repeat customers are customer satisfaction, which can only be achieved by exceptional customer service.
This Customer Service Training program is for professionals who want to make a significant contribution to their company’s image or bottom line and make their own lives easier by consistently providing exceptional customer service.
On completion of this course, participants are expected to be able to:
Session 1: Serving the Internal and External Customer
Session 2: The Customer Service Mindset
Session 3: A Profile of Different Customers Personalities
Session 4: Meeting Customers’ Needs
Session 5: Types and Levels of Customer Complaints
Session 6: Attaining Customer Satisfaction through Quality Measures
Session 6: Attaining Customer Satisfaction through Quality Measures (cont.)
Customer Service: Career Success Through Customer Loyalty, 6th Edition
Paul R. Timm, Brigham Young University
Feedback Given to Participants in Response to Assessed Work
Developmental Feedback Generated Through Teaching Activities
The course grade will be based on a final project presented by the participant and graded by the instructor. Participants much achieve a passing grade of 70% or more to be awarded a certificate of completion of the course.