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National College Credit Recommendation Service

Board of Regents  |  University of the State of New York

EdTech Institute, LLC (formerly The Sage Group, LLC) | Evaluated Learning Experience

Excellence in Customer Service (347)*

Location: 
Various approved locations throughout the U.S.
Length: 
24 hours (8 weeks).
Dates: 

December 2014 - December 2019. 

Instructional delivery format: 
Traditional classroom model
Learner Outcomes: 

Upon successful completion of the course, participants will be able to: distinguish the different types of customers; discuss the importance of customer service; identify approaches to build rapport and communicate with customers; respond to customers while exceeding their expectations; develop customer service skills; define quality customer service; discuss how to solve customer service problems; understand customer dissatisfaction; discuss how to work with customers who are either angry or upset in order to reduce customer service stress; discuss how to provide quality service on the telephone; compose effective e-mail messages; discuss the basics and monitoring of service standards; dialogue about customer service teams and desirable behaviors for team members; and develop an Action Plan for implementing customer service skills.

Instruction: 
The Excellence in Customer Service course is offered in traditional classroom format consisting of interactive lectures, demonstrations, proctored skills applications/lab activities, and proctored testing.
Credit recommendation: 

In the lower division baccalaureate/associate degree category, 1 semester hour in Customer Service, General Business, or Operations Management (12/14). *NOTE: Course numbers on transcripts may reflect different prefixes depending upon where a course is offered. Fiber Customer Support Analyst and Fiber Network Technician Series (500)

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