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Discover the keys to lead customer service with your team. From selecting customer service oriented employees to developing the best processes, you’ll find simple ways to increase your bottom line with outstanding customer service. By saving time and building lifelong customers you will develop lifelong customers.


Unit 1: Effective Customer Service Processes
• Identify major processes
• Essential questions about processes
• Improve processes
Unit 2: New Customer Service Team Members
• Keys to select the best team members
• Set performance expectations
• Bring new team members up to speed
Unit 3: Keep The Customer Service Team on Track
• Tips to keep the customer service focus
• Improve the team performance
• Recognizing the best
Unit 4: Evaluate Customer Service
• Key indicators of customer service
• How to collect the data
• Ways to use the data to improve

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.


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):
-Next session coming soon-

$195 USD

Ave. hours 16, 1.6 CEUs/ILUs

About Your Instructors

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. 

Holly Arnold is a rising star in the retail and banking world. Her employees are customer focused leading to high results. Holly has transformed a low-performing store into a high-performer with record sales. She has changed a high turnover store into a place where employees love to work in spite of being one of the lowest pay rates in the area. Her work goals are exceeded by attending to her employees who provide extraordinary customer service.

Upon successful completion of the course, you will:
• Identify the key processes of customer service and know how to improve them
• Know how to identify service team members who will best provide outstanding customer service.
• Be able to lead the customer service team to the best results
• Understand the important components of evaluating customer service.

• To build better customer service processes
• To hire and maintain the best customer service team members
• Save money while building lifelong customers
Completion Requirements