Advanced Customer Service
Advanced Customer Service
Overview
Who Should Attend
Customer service is everyone’s job. This course is ideal for every member of an organization, but critical for those responsible for communicating with customers.
Program Benefits
- Improve your ability to:
- Recognize behavior styles in understanding customer needs and wants
- Serve diverse populations
- Put a derailed relationship back on track
- Deepen existing relationships
- Build a high employee-involvement environment
- Create competitive advantage and brand equity
Program Content
This short course is carefully crafted with your success in mind. Action learning and coaching ensures you can immediately apply lessons learned.
- Behavior Styles
- Recognize the four behavior styles to understand customer needs, wants, and ways to defuse conflicts
- Use your personalized DiSC® portfolio to learn keys to opening the door to deeper customer relationships
- Repairing Relationships
- Learn a step-by-step process for getting derailed relationships back on track
- Adopt a problem-solving approach to get to a positive resolution
- Diverse Populations
- In small group work, share customer service challenges from diverse populations
- Online Micro Lessons
- This course includes an online Micro Lesson Resource Tool to extend the learning beyond the classroom
A Certificate of Completion from Penn State and .8 CEUs will be awarded upon completion of this workshop.
Value For You and Your Organization
Organizations that do whatever it takes to enhance customer satisfaction are more likely to succeed, and customer satisfaction results largely from outstanding service.
The Executive Programs Short Course Experience
All of our transformational learning experiences provide the right environment for you to quickly develop and apply new capabilities.
Pre-work
You'll have access to a personal learning portal where you will obtain pre-program assignments, travel support (if applicable), and a list of fellow participants. Pre-work prepares you to immediately engage in content and learning allowing for a more effective application of knowledge.
Practical Content
Our learning experiences pair practical action learning and coaching with new knowledge, tools, and perspectives. We'll explore current, real-world examples of how organizations around the globe address critical challenges and how it may relate to yours.
Led by Experts
Plug into our network of thought leaders. Our award-winning teachers, researchers, consultants, and practitioners understand today's leaders and the critical challenges they face. They will work with you to offer guidance before, during, and after each program.
Peer Networking
You'll learn as much from your peer cohort as you do from the instructors! The value of different perspectives coming from different organizations and their challenges are immeasurable.
Faculty
Faculty are selected with extensive backgrounds that include working in their area of field expertise and consulting. Each brings to the classroom real world experience, best practices, and adult learning techniques.
Customize This Program
All programs can be tailored to your organization and team, and be delivered to groups of 10 or more. Contact us about custom program possibilities. Customize Request Info 800-311-6364
Additional Details
Our Learning Solutions Associate will be happy to hold a seat for you in this program. A reservation does not commit you to the program until you submit the registration form online. To reserve your spot, click the ‘Save my Seat’ button next the program’s offering, listed above.
Discount Rates
- 10%: Live Remote delivery
Eligibility
Tuition discounts are available for:
- DoD or government employees
- Penn State alumni
- Individuals who commit to earning a Professional Certificate
- Teams of three or more attending from the same organization
- CSCR Corporate Sponsors and other affiliated groups (with valid discount code)
After registration, you will receive access to your personal learning portal. There you can find the following information:
- Pre-program assignments, which prepare you for the program before the start date
- A list of program faculty and fellow registered participants
- Travel coordination and support, if applicable
Transfers
If an accepted Penn State Executive Programs applicant finds it necessary to transfer to another session of the same program, one transfer will be allowed with no charge if arranged more than six (6) weeks prior. Additional transfers, transfers to a different program, or transfers arranged less than six (6) weeks prior incur a charge of 10% of the current program fee.
The sponsoring company may identify a replacement candidate, but the replacement candidate must be accepted for the program through an admissions review.
Refunds
The following refunds will apply for withdraws if Penn State Executive Programs is notified in writing within the time period stated:
- Full refund with notification received more than six (6) weeks prior to start of the program
- 50% refund with notification received between two (2) and six (6) weeks before the start of the program.
- No refund with notification received two (2) weeks or less prior to the start of program.
Note: The registered participant or their agent must confirm all notification of withdrawals, transfers and substitutions in writing. If written notification is not received, the full program fee will be assessed.
Cancellations
The University may cancel or postpone any course or activity because of insufficient enrollment or other unforeseen circumstances. If a program is canceled or postponed, the University will refund registration fees but cannot be held responsible for any other related charges, or expenses, including cancellation/change charges by airlines or travel agencies. In the case of postponement, as an alternative to a refund, program fees may be transferred to another session of that program.
If you have any questions or concerns about our cancellation policy, please contact us to discuss further.