Customer Service Management
| This course is offered: Online #21999 Online #27233
This course will allow the learner to apply the skills and tools necessary to manage and measure the customer service function. Learners will practice quality customer service, develop customer service plans, train and develop staff in quality customer service, measure the effectiveness of customer service and lead continuous improvement of customer service.
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Customer Service Management Syllabus
- Face to Face |
The following links will provide you overviews of each section and Learning Plan.
Learning
Plan 1
Learning Plan
5
Learning Plan
2
Learning Plan
6
Learning Plan
3
Learning Plan
7
Learning Plan
4
Learning Plan 8
Linking to
the appropriate chapter below will allow access to powerpoint lecture
provided during class:
Chapter
1.ppt
timm chapter 1.ppt
timm chapter 2.ppt
timm chapter
3.ppt timm
chapter 4.ppt
timm chapter
5.ppt
timm chapter 6.p
timm chapter 7.ppt
timm chapter
8.ppt
timm chapter 9.ppt
The following are review for each section:
Learning Plan 1 review
Learning
Plan 5 review
Learning Plan 2 review
Learning
Plan 6 review
Learning Plan 3 review
Learning
Plan 7 review
Learning Plan 4 review
Learning Plan 8 review
As a competency-based course, the following performance assessments with due dates may be accessed for reference:
Performance
Assessment Assignment 1
Performance Assessment Assignment 2
Performance Assessment Assignment 3
Performance Assessment Assignment 4
Performance Assessment Assignment 5
Performance Assessment Assignment 6
Performance Assessment Assignment 7
Performance Assessment Assignment 8
Please do not hesitate to ask questions..after all that is what Customer
Service is all about. :)
This class will be challenging, yet rewarding. Do not hesitate to ask questions. Be prepared at the beginning of each section.