Service Industry Training


Course Details & Registration Information

Course
Career Readiness for the Customer Service Industry
Name
HRD-3004AT2
Overall Quality of This Course
★★★★★
Based on 94 student surveys.
Available Classes
    Section Location Begin Date End Date Instructor Price Seats Available/Total Seats
258437 Online 02/07/2022 03/08/2022 S. Shefet $125.00 25/25
Description Course Outline Requirements Intended Audience More Details
Intended Audience
Individuals interested in exploring or developing their employability skills for a career pathway in the customer service industry.
Description
The ability to communicate and adjust to any customer's personality can make you an invaluable employee. This course introduces the many career opportunities available in customer service and covers concepts needed at the entry level: listening techniques, verbal and nonverbal communication. Participants will learn how to identify and resolve customer complaints, handle difficult customers, communicate effectively (verbally and nonverbally), use electronic media in appropriate and professional ways, and contribute to the service culture of an organization.
Course Objectives
  1. have learned the importance of teamwork in an organization;
  2. have an understanding of internal and external customer relationships;
  3. have developed skills to communicate in a clear and professional manner;
  4. have learned how to identify and evaluate the causes and effects of stress in the workplace;
  5. have learned the concepts of human relations including diversity, attitudes, self-esteem and interpersonal skills;
  6. have learned to identify means to promote career success through human relations;
  7. have learned how to diffuse conflict in the work place.
Outline of Instruction
  1. Introduction, exploration of various customer service related careers and career pathways.
  2. Understanding the importance of service excellence and team building
  3. Serving a diverse population – what are the necessary skills
  4. Communication – how to communicate in a clear and professional manner
  5. Nonverbal communication – how to identify and understand body language
  6. Listening skills – how to gain the edge on effective listening
  7. Understanding customer behavior, customer loyally and exceptional service – developing your employability skills
  8. Understanding attitudes and relationship building - the importance of networking in gaining employment
  9. Understanding your personality traits and learning how to apply these traits to building customer relations
  10. Recovering from being unemployed or underemployed and the skills to winning back a career – technology in the workplace
  11. Identify and evaluate the causes and effects of stress in the workplace
  12. Do a final wrap-up with emphasis on discussing the concepts of human relations including diversity, attitudes, self-esteem and interpersonal skills
Contact Hours
36
CEU's
No
Industry Standard, State, or National Certification
No
CE to CU Articulation
No
Prerequisites
None
Text and Supplies Needed
N/A
Clinical Site/Special Facilities
N/A
Requirements for Successful Completion of this Course
  1. Attendance 95% or above
  2. Participation
  3. Complete all assignments successfully, and participate fully in class in order to receive a certificate.
Accreditation/Special Approval Requirements
N/A
Intended Audience
Individuals interested in exploring or developing their employability skills for a career pathway in the customer service industry.
Specific Industry or Business Support Needs
Industry or Job Titles Related to training Outcomes for Employment
Related Courses
  • Job Readiness Skills for Customer Service - HRD-3001BX2
Course Contact Information
HRD Office http://hrd.waketech.edu
919-532-5694 or 919-532-5696