CMTN Continuing Studies 

Upcoming courses

Managing Customer Service

In this course you will look at all types of customers and how we can serve them better and improve ourselves in the= process. You will be provided a strong skillset including in-person and over the phone techniques, dealing with difficult customers, and generating return business.

Upon completion of this module, the student will be able to:

  1. Identify a Customer Service Manager’s key roles in an organization and summarize responsibilities
  2. Incorporate active listening skills
  3. Research positive and negative customer experience metrics
  4. Establish guidelines for increased loyalty
  5. Develop effective customer service management strategies
  6. Describe how to create a customer service philosophy for your company, department, or team
  7. Explain the purpose of having service standards and goals
  8. Describe why it is important to set SMART goals for customer service teams
  9. Explain why it is important to measure service quality
  10. Describe what service recovery looks, sounds, and feels like
  11. Identify obstacles to outstanding service
  12. Suggest ways in which to improve service quality
  13. Identify the costs of poor customer service
  14. Define customer care
  15. Example factors contributing to customer satisfaction
  16. Research your customer’s needs, service levels, and USPs
  17. Define customer retention and use its formula
  18. Answer why customer retention is vital
  19. List ways to increase customer retention
  20. Define and understand how to improve customer interaction
  21. Create a complaints handling policy and benchmark procedures for dealing with them
  22. Identify and respond to the importance of records management
  23. Understand how to improve records management to enhance customer service
  24. Define CRM key terms, identify CRM strategies, and research CRM applications

 

This course is part of the Small Business Essentials Micro-Credential Certificate. In order to achieve the certificate, students must successfully complete 4 courses.

Course number:
CEBNS 7120
Campuses offered:
  • Online
Price:
$275.00
Times:

ONLINE March 2, 4, 6, 9 & 11 (2026) (Mo/We/Fr) 6:00 p.m. to 9:00 p.m. | Online via Brightspace

Hours:
15
Register at:

Contact

For more information on upcoming courses contact CMTN Workforce Training.