The Certification in Customer Service is ideal for current Amberton students, potential students, and/or organizational employees who want to enhance their knowledge in the area of customer service by learning how to effectively and successfully deal with clients, customers, and co-workers. This certification would be well suited for municipalities or organizations that have a pronounced need for customer service training. The certification is grounded in the principles of business and communications which will enable students to understand how to address the customer’s needs and behaviors, speak in a professional manner, build relationships, and become confident in the application of their learned skills. This certificate program can help students advance their careers while helping organizations set a new standard in customer service.
Amberton Students completing a Customer Service Certification will be able to:
- Understand and address the customer’s needs and behaviors, speak in a professional manner, build relationships, and become confident in the application of their learned skills
- Analyze and understand consumer behavior and customer needs.
- Effectively communicate in a professional manner.
- Understand how to mitigate potential conflicts by applying learned techniques
- Demonstrate the ability to minimize conflict and foster conflict resolution
- Establish best practices for building strong customer relationships
This certification is designed to benefit both Customer Service Frontline Representatives and/or Supervisors within for-profit, governmental, or non-profit organizations.
Courses: 12 Hours
The course is designed to benefit both Customer Service Frontline Representatives and Supervisors, who interact directly with Customer Stakeholders in a Customer Service capacity. The course provides Customer Services Representatives and Supervisors with the skills and key techniques necessary for success in performing their roles of providing customer assistance, resolving conflict, and meeting customer needs. The critically important qualities of the Representative and Supervisor will be examined, including an extensive knowledge of customer service procedures, ability to resolve customer complaints, leadership and training skills, teamwork, and practicing a “deep respect for the customer” attitude. A variety of topics will be discussed, including effective communication, human behavior, cultural awareness, conflict resolution, and critical thinking skills.
The course explores the relationship between management and communications, providing the students with the tools to improve their organizational communication skills. Topics include effective application of managerial and communication skills, motivational theories, management theories, and communication theories.
The course examines the impact of interpersonal relationships as experienced in family, business, and social groups. Topics include personal well-being, self-disclosure, conflict and anger management, models of interpersonal relationships, and the social exchange theory.
The course presents skills for a variety of negotiating situations: managing contracts, implementing change, making sales purchases, settling organizational conflicts, planning strategies, and achieving credibility.