Certificate in Customer Service Excellence
Research has shown that one of the primary drivers of customer satisfaction is improving that first contact. Customer service representatives often provide the first contact and play an increasingly vital role in creating a successful interaction between your customer and your organization. When your employees are properly trained and demonstrate professional service skills your customer satisfaction and loyalty improve. In Kent State's Certificate in Customer Service Excellence, you will learn to employ good listening skills and questioning techniques to shorten the interaction time with customers, to interact with several generations, building the relationship and WOWing every customer. You will also learn about your impact on your customers and to build a highly effective customer service team.
The three programs comprising the Kent State Certificate in Customer Service include:
- Exceptional Service for All Generations
- Perpetuating Excellence in Customer Service
- Professional Customer Service Communication Skills
Who should attend?Customer service representatives, technical and support personnel, field service and account managers, managers who want to develop their staff and anyone who provides internal and/or external customer service.
Congratulations to our Spring 2013 Certificate of Customer Service Excellence Graduates
Kent State facilitator, Deborah Easton talks about Generations in the Workplace
Facilitator: Marvin Montgomery
Building relationships, you will learn how to perpetuate awareness of internal and external customer service throughout your organization and how to overcome barriers to internal and external communication, as well as how to sustain a positive attitude while solving problems and dealing with complaints. You also will learn how to WOW every customer and identify your Team Player Style within your customer service team.
- Wednesday, October 9, 2013; 8:30 a.m.-4:30 p.m., Twinsburg - $295
- Thursday, March 13, 2014, 8:30 a.m. - 4:30 p.m., Twinsburg - $295
Facilitator: Deborah Easton
Do you interact with several generations of internal and external customers? Have you noticed how the expectations of one generation differ from another? Do you have Baby Boomer customers who are upset by service providers who are fast, but fail to establish a warm relationship with them? Are your customer service professionals often dismayed by customer reactions when they believe they just gave exceptional service? This highly engaging program is presented by the facilitator in the costume and language style of each generation, providing a unique learning experience. The facilitator will explain the reasons for generational differences in defining good customer service. Participants will discuss potential necessary changes by employees and in organizational policy that will lead to enhancing exceptional customer service to various generations.
- Tuesday, October 29, 2013; 8:30 a.m.-12:30 p.m., Twinsburg - $165
- Wednesday, March 19, 2014; 8:30 a.m.-12:30 p.m., Twinsburg - $165
Facilitator: Deborah Easton
What is your impact on both internal and external customers? Would they recommend you to others? Achieving individual and company goals, developing highly effective teams and securing a competitive advantage all depend on good customer service. Yet, customer service policies are only as effective as the people who implement them. This program provides practice on the essential communication and customer service skills you need to succeed not only in dealing with the external customer, but also in building essential internal customer relationships. Through group discussion and customer-specific role-playing exercises, you will polish your professional communication skills and practice responding effectively to difficult customers.
- Tues., April 23, 2013; 8:30 a.m.-4:30 p.m., Twinsburg - $295
- Thursday, November 7, 2013; 8:30 a.m.-4:30 p.m., Twinsburg - $295
- Thursday, April 10, 2014; 8:30 a.m.-4:30 p.m., Twinsburg - $295