This course prepares students to take the HDI Customer Service Representative (HDI-CSR) certification exam.

Students will:

• Define the concept of customer service and its significance in the modern business world.
• Identify the key elements that constitute a successful service culture.
• Develop effective verbal and non-verbal communication skills tailored for customer service.
• Understand the importance of active listening in customer service.
• Recognize the four behavior styles and their implications in the customer service experience.
• Identify potential service breakdowns and implement strategies for service recovery.
• Recognize the role of diversity in customer service and understand the unique needs of diverse customer groups.
• Understand the challenges and opportunities presented by technology in customer service.
• Understand the role of customer service representatives in fostering brand loyalty.
• Develop effective time management strategies, understanding task prioritization and personal energy management.

Course Outline:

Lesson 1: The World of Customer Service

In this lesson, you will define customer service, identify the factors that have impacted the growth of the service sector, and recognize the changes in consumer behavior that are impacting the profession. You will also learn the six major components of a customer-focused environment.

Lesson 2: Contributing to the Service Culture

In this lesson, you will learn the elements of a successful service culture, define a service strategy, and recognize customer-friendly systems. You will also learn how to implement strategies for promoting a positive service culture, and identify what customers want.

Lesson 3: Verbal Communication Skills

In this lesson, you will learn the importance of effective communication in customer service and how to recognize the elements of effective two-way interpersonal communication. You will also learn how to project a professional customer service image through positive communication, avoid negative language, and identify the key differences between assertive and aggressive behavior.

Lesson 4: Nonverbal Communication Skills

Lesson 4 covers nonverbal communication, what nonverbal cues are, and how to use them effectively in communication strategies. You will learn the things that can affect communication, such as gender or cultural considerations. By the end of the lesson you will know how to use customer-focused behavior to demonstrate your care for your customers.

Lesson 5: Listening to the Customer

This lesson will help you develop your listening skills beginning with some time spent on why listening is important, and the four steps of the listening process. You’ll learn how to use information-gathering techniques to best serve your customers and gain meaningful responses to help you assist them. By the end you will have many strategies to improve your listening skills.

Lesson 6: Customer Service and Behavior

This lesson introduces you to behavior styles and why they are important to your role. You will learn the four behavior styles and how they relate to the customer service experience. You’ll gain an understanding of how to use knowledge of behavioral styles to help manage your perception of others and build productive relationships.

Lesson 7: Service Breakdowns and Recovery

Service breakdowns are a part of the customer service experience. This lesson will help you understand how to work with internal and external customers and prevent customer dissatisfaction. You’ll gain tools like the six steps of problem-solving model and service recovery planning that will help you take control of any situation.

Lesson 8: Customer Service in a Diverse World

This lesson will help you become familiar with how diversity plays into your role in customer service. You’ll learn what are some characteristics that make a person unique, and how to meet individuals’ needs. You will also gain insight on how you can work effectively with a wide range of people, both internal and external customers.

Lesson 9: Customer Service via Technology

This lesson will introduce customer service through technology and it’s unique challenges and opportunities. You’ll discover how to use technology to enhance the customer service experience and how to stay ahead of the ever-evolving world of web-based and mobile technologies. An emphasis will placed on effective communication through email, the Internet, and phone.

Lesson 10: Encouraging Customer Loyalty

This lesson will cover the role of the customer service representative in developing brand loyalty for your organization. You will gain valuable insight into how to build and maintain trust with your customers and effectively manage the customer relationship with the organization. Finally you will learn various strategies to enhance customer satisfaction and deliver quality service.

Lesson 11: Managing Your Time

This lesson will give you a greater understanding of the components that make up effective time management strategies. You will see how to effectively prioritize tasks and how to use judgement and relativity to discern which tasks to complete and when. Finally you’ll learn how your personal circadian rhythm can play in your daily energy levels and how to leverage that effectively in your work.

Lesson 12: Managing Your Stress

This lesson will address the issue of stress and techniques to manage it successfully. Time will be spent reviewing the leading causes of stress in the customer service environment. You’ll learn how to identify personal stressors, and the signs of a potentially situation. This will help you to prepare for and avoid stressful and develop techniques for reducing stress.

Lesson 13: Customer Service through Written Means

This lesson covers the importance of written messages in customer service. You’ll learn how to create professionally written documents, including applying a three-step approach to ensure their effectiveness. You will gain understanding of how to write in a way that enhances customer service by setting the right tone to deliver bad news and say no in a positive way.

All necessary materials are included.

Certification(s):

This course prepares students to take the HDI Customer Service Representative (HDI-CSR) certification exam.