Customer Service Fundamentals
Customer Service Fundamentals
Overview
Who Should Attend
Customer service is everybody’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:
- Know what to look and listen for in customer service needs, circumstances, and expectations
- Conduct yourself in a professional manner across face-to-face, electronic, or phone conversations
- Identify triggers that may lead to customer pitfalls
- Promote a positive, seamless team image to customers
- Put a positive spin on a negative response
- Build a high employee-involvement environment
- Identify areas for organizational or process improvements
Program Content
This short course is carefully crafted with your success in mind. Applied projects and coaching ensures you can immediately apply lessons learned.
- Foundations of Customer Service
- Who is responsible for customer service
- Creating a positive perception of my organization
- The “face” of customer service
- Helping a customer feel important
- Discovering and Meeting Customer Needs
- Reflective listening techniques
- Understanding and delivering non-verbal communication
- Effective phone conversations
- Difficult Conversations
- Putting a positive spin on a negative response
- Simple ways to deal with angry or difficult customers
A Certificate of Completion from Penn State and .35 CEUs will be awarded upon completion of this workshop.
Value For You and Your Organization
An organization’s success depends not only on its quality of products and services, but also on how its customers are treated. When everyone is accountable for customer service, people are empowered to bring about positive change and organizations thrive.
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.