Customer Service in 2024: Get the competitive skills you need and earn a valuable certification.

In 2024, people are impatient. From throwing restaurant dishes to screaming at telephone agents, they create turmoil for everyone trying to help them. The customer service landscape has changed. You need to adapt to overcome the angst and foster happy customers, the foundation of any successful organization. This year is a perfect time to update your skills and fast track your career.

To build a loyal customer base, you need to:

• Establish rapport
• Demonstrate a can-do attitude
• Create a memorable image
• Conquer telephone etiquette
• Understand preferred communication styles
• Apply enhanced listening skills

Our Customer Service 101: Communication Toolbox Certification will enable you to:

• Enhance your interpersonal communication skills
• Immediately achieve a higher standard of customer service excellence
• Demonstrate your knowledge to managers and colleagues
• Earn a prestigious certification and propel your career

Customer Service 101: Communication Toolbox Certification

Webinar 1: Customer Service 101: How To Demonstrate A Positive Attitude

• Accept responsibility and accountability for every customer interaction to reinforce your organization’s mission, vision, and value statements
• Convert negative thoughts to more positive, powerful thoughts
• Apply positive words and phrases during customer interactions to improve productivity while speaking in mutuality

Webinar 2: Customer Service 101: Phone Etiquette

• Convey a great first impression in the following areas:
• Greetings
• Screening calls
• Responding
• Probing
• Call transfers
• Holding
• Messages
• Voicemail
• Complaint calls

Webinar 3: Customer Service 101: Positive Self-Portrait: How Does Your Customer See You?

• Improve telephone communication skills through self-assessment
• Implement techniques that create a positive, memorable image
• Discover and embrace your individual personal relationship values

Webinar 4: Customer Service 101: Communication Styles And Tools For Helping Customers

• Identify your customers’ individual preferred styles of communicating
• Recognize word clues to identify preferred communication styles of others
• Understand the listening language of another person
• Match what you say to the way others prefer to listen, learn, and communicate

Webinar 5: Customer Service 101: 14 Keys To Active Listening And 7 Habits To Avoid

• Implement 14 powerful listening habits to improve active listening skills
• Apply specific techniques to avoid barriers to active listening
• Implement tips, tricks, and techniques to encourage customers to listen

• Business owners
• Clinical staff
• Operations managers
• Contract managers
• Contract administrators
• Supplier relationship managers
• Procurement managers
• Employee relations staff
• Division supervisors
• Supervisors
• Executive directors
• Senior management
• Managers
• Development staff
• Program directors
• Community engagement professionals
• Customer service representatives
• Call center employees
• Anyone interested in customer service

• This program has been approved for 5.0 general recertification credit hours toward PHR, SPHR, and GPHR recertification through the HR Certification Institute.
• This program is valid for 5.0 PDCs for the SHRM-CP or SHRM-SCP.