Customer Service Certificate Course Program, Toronto
Faculty of Accounting and Business in Access Business College,Toronto, Ontario
Program Objective:
This Customer Service Certificate Course Program provides an in depth view of transferable skills and will prepare graduates with the diverse components of Customer Service for the Twenty First Century.
Topics of study include the components of a customer focused environment that include six key components such as the customer, organizational culture, human resources, products and deliverables, delivery systems and service, these topics will be discussed and expanded on.
The importance of mission and vision statements of organizations of all sizes and types are studied with the stress on how to design similar communication styles to communicate values and purpose to customers and employees.
Reflecting on misguided calls is vital to the improvement of customer service therefore self assessments as well as pre-designed sample customer service skills assessments and checklists are crucial to the success of your career path towards supervisory and management, coaching and training positions.
Positive verbal communication, sympathetic responses, attentive listening skills, effective and efficient communication in written format or verbal, providing assertive service and responding to conflict is an excellent service recovery method that demonstrates commitment to strengthen the relationship.
Customer Service is not a one way communication process; one must understand behaviour styles, factors affecting perception, handling difficult clients due to many factors, handling emotions, identifying the issue will all lead to a well prepared satisfactory outcome.
This vital Customer Service course will provide the knowledge necessary for a career in general business leading towards specific paths of Management Trainee, Promotions Manager, Business Managers and Call Center Supervisors. To be a competent, confident and successful Customer Service Representative it is imperative to proficiently communicate, plan and organize written and oral presentations.