Transform your customer service into something extraordinary. As a result more repeat business will improve your bottom line.  Customer service separates you from your competition. Extraordinary customer service comes from focusing on the few essential elements that yield big results. Discover how easy it is to tweak your customer service from the ordinary to the extraordinary. You'll take away a customer service plan that will help you focus on the key elements that will get you started on your pathway to success.  
   
One month course, Fred Bayley,  instructor. 

$145

 

 outlineCourse Outline

Unit 1: Understanding Your Customer
  • Why customer service is important
  • Knowing your customer
  • Customers are constantly evaluating you
  • Basic customer service skills you may not have thought of

Unit 2: Setting Customer Expectations
  • Analyzing customer contacts
  • Developing internal customer targets
  • How to easily exceed your customers' expectations

Unit 3: Developing Effective Processes
  • What is working for your customers
  • Re-engineering your process
  • Ways to give the best information
  • Handling complaints

Unit 4: Marking Customer Service Extraordinary
  • Tweaking the customer's experience
  • Telling the world how great you are
  • Having fun


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 2 - 27, 2015
May 4 - 29, 2015
July 6 - 31, 2015
October 5 - 30, 2015

Keys to Customer Service
February 2 - 27, 2015
April 6 - May 1, 2015
June 1 - 26, 2015
September 8 - October 2, 2015

$145 for individual course ($245 total for Certificate)

Ave. hours 16, 1.6 CEUs/ILUs


About Your Instructor

Fred Bayley has been developing extraordinary customer service in an organization while our technology and information sources have changed. His area focuses on soft skills resulting in income almost doubling and profits up 300%.  Fred facilitates experiences on building positive working relations, customer service, and team building. Fred is a past president of the local chamber of commerce, Habitat crew member, volunteer middle school wrestling coach, and one-fourth of a hand bell quartet. 

What some students say:

"This course has been extremely beneficial to me as it enabled me to focus on the aspects of customer service that we normally take for granted." - Mrs. Eulampia Polius-Springer

 Directional ArrowsCourse Objectives

  • To provide those interested clarity on how no one succeeds without attracting and keeping loyal customers
  • To articulate how to get customers beyond mere satisfaction and develop customer loyalty
  • To address the important distinction between hearing and listening
  • To emphasize why feedback is so important
  • To present the importance of Web-based customer service
  • To identify and reduce customer turnoffs
  • To recognize the importance of exceeding customer expectations

Puzzle PiecesCourse Outcomes

Upon successful completion of the course, you will:

  • Upon successful completion of this course, you will:
  • Know how no one succeeds without attracting and keeping loyal customers
  • Be able to describe the important distinction between hearing and listening
  • Have the knowledge of the importance of Web-based customer service
  • Be able to categorize customer turnoffs and reduce the related problems.
  • Be able to discuss the importance of exceeding customer expectations
Completion Requirements