Learning to build your customer service skills will have a powerful impact on your career success as well as success in other areas of your life.  Through this course you will discover the direct relationship between service skills and career achievement.  You will become skilled at being an exceptional service provider.  You can help your organization and your career by translating your good service intentions into a workable plan and gain knowledge of ways to consistently deliver great service.  The payoff is enormous.

One month course, Nanette Sanders-Cobb, instructor.

 outlineCourse Outline

Unit 1
Understand Service Matters
Longevity and Loyalty
Cost of a Lost Customer
Engage Your Customer

Unit 2
Listen to Your Customer
Active Listening
Avoid Improper Listening
The Power of Feedback

Unit 3
Web Sites and Electronic Communication
Web-Based Customer Service
Disadvantages of Web-Based Customer Service
Evaluate Your Web-Based Customer Service

Unit 4
Customer Turnoffs
Exceed customer expectations
Recognize and categorize customer turnoffs
Deal with customer expectations and turnoffs


Question MarkAbout online learning

Online learning is a fun, enjoyable and very productive way to learn. Millions of people are learning online each year. You will engage with the instructor and other participants. You will get to know your instructor and other participants. You may make friends.  It’s easy. It’s fun. 

GearsHow the Course Works

It is easy to participate in your online course. After you register, you will be given a web address to go to get into your online classroom.  You will have a password and use your email address and password to gain access.

Once inside the online classroom, here’s what you can expect.

CalendarParticipate when you want

You can participate any time of day or evening. The online classroom is open 24 hours a day, 7 days a week.
There are no live real-time requirements or meetings. You decide when you participate.
For the best learning, participants should log into the course on 2-3 different days of the week.

ChecklistWhat you will do

For each Unit, you will:

  • Read the print readings (about 20 pages a week)
  • Have the option of accessing the online readings
  • Listen to the audio presentation for the Unit and view the slides
  • Have the option of taking a self-quiz to see how much you have learned
  • Engage in written online discussion with your instructor and other participants

For best learning, you should make one or more comments at 2-3 different times each week.
The content (readings, audio lectures, slides) and self quizzes are accessible for the entire course, so you can work ahead, or go back and review again, at your convenience.

DiscussionDiscussion

The Discussion for each Unit lasts one week. All comments are made in writing and can be made at any time of the day or night.

Your instructor will log into the Discussion area at least once a day and answer questions, make comments, and respond to comments by you and the other participants.

We encourage you to make 2-3 comments each week to maximize your learning and enjoyment of the course.

It’s easy. It’s fun.


 

Next offering(s):

Extraordinary Customer Service
March 3 - 28, 2025
May 5 - 30, 2025
July 7 - August 1, 2025
October 6 - 31, 2025

Keys to Customer Service
February 3 - 28, 2025
April 7 - May 2, 2025
June 2 - 27, 2025
September 2 - 26, 2025

$329.00 CAD
$145 USD

Ave. hours 16, 1.6 CEUs/ILUs
About Your Instructor
 
Nanette Sanders-Cobb, COI has been developing and teaching customer service classes for over ten years in addition to teaching online for fifteen years.  She is a speaker and advisor, engages in marketing community festivals, and has trained and managed audit team members. 

Having been in senior management and an audit team leader in the United States Air Force, she has trained staff in providing extraordinary service.  She holds a Bachelor’s Degree in Business Administration and a Master’s Degree of Business and Public Administration.  Nanette Sanders-Cobb has earned the distinction as a Certified Online Instructor.
 
What some students say:
 
"Build this skill for life. Thank you." - Peng Lan

"I enjoyed this class. I liked the variety of learning methods used (videos, readings and discussions)." - Shonda Petree
                                                                                

Directional ArrowsCourse Objectives

  • Students will gain an understanding of why service matters to every organization and recognize the role of customer service in career success.
  • Students will discuss the essential skill of listening and list keys to provide service that wins customer loyalty.
  • Students will learn techniques to defuse upset customers and learn to identify customer turnoffs.

Puzzle PiecesCourse Outcomes

  • Explain how building customer satisfaction and loyalty is needed for a business or organization to succeed.
  • Calculate the possible impact of lost customers on a business or organization.
  • Describe the important distinction between hearing and listening.
  • List the five successful e-service delivery requirements.
  • Recognize and categorize customer turnoffs.
  • Discuss the importance of exceeding what customers expect.
Completion Requirements