QUALITY CUSTOMER SERVICE

SYLLABUS

March 2021

Written & Delivered By:

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QUALITY CUSTOMER SERVICE

Overview

Who are your customers? Your customers include both your team members, other
departments, everyone in the organization, vendors, and suppliers – your internal customers.
Your customers also include anyone who buys your products and services – your external
customers. Additionally, your customers include people who at some point in the future could
purchase your products and services – your prospective customers.

Quality customer service entails providing efficient, quick, and friendly service, building strong
relationships with customers, handling complaints quickly, and responding to customers' issues
promptly. Quality customer service is the best way to keep customers coming back, thus
ensuring long-term success.

The purpose of this module is to build your customer service skills, including those needed for
your internal customers, your external customers, and your prospective customers. This
module includes current thinking on the topic, as well as the tried-and-true customer service
research.

Learners

This module is designed for anyone involved in customer service, which, by definition, means
any employee of an organization regardless of title or relationship on an organizational chart.
The module may be most valuable for employees who deal directly with customers who
purchase the products and services of the organization. The module also includes instruction
on organizational customer service needs for business owners, department heads, and other
senior leaders.

The module may qualify for Continuing Education Units (CEU) for professional certifications
depending on the professional association.

Module Authors

The author for this module is Peregrine Global Services, headquartered in Gillette, Wyoming.
Materials from a variety of sources may have been used in the development of this module.
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Learning Outcomes

The learning outcomes for the module are as follows. With the completion of this module,
learners should be able to:

1. Define quality customer service.

2. Know the principles of good customer service.

3. Perform quality customer service.

4. Differentiate between Customer Service and Customer Support.

5. Provide customer care.

6. Deal with the angry customer.

7. Perform retail sales customer service.

8. Answer customer service emails.

9. Provide customer service by telephone.

10. Perform customer service via social media.

11. Conduct sales calls.

12. Build a culture of customer service.

13. Understand the standards in customer service.

14. Improve customer satisfaction.

15. Understand multichannel customer service.

16. Develop a customer service training program.

17. Understand how SMS can be used in customer service.

18. Enhance organizational customer service.

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Curriculum

Section Topics / Subtopics

• Defining Customer Service

• Introduction Video
Section 1: Introduction
• A Customer Service Self-assessment
• Why Customer Service Is Important
• Principles of Good Customer Service
o Customer Relationships
Section 2: Customer o Communications and Sales Skills
Service Principles and o Addressing Complaints
Skills o Know Your Products and Services
• Common Sense Customer Service (Video)
• Customer Service Skills
• 25 Essential Customer Service Tips
Section 3: Customer
• Customer Service Tips (Video)
Service Tips
• Common Sense Customer Service

Section 4: Customer • The role of Customer Support

Service vs. Customer • The Role of Customer Service
Support • Customer Support vs. Customer Service

• Customer Care
o Customer Care vs. Customer Service
o Customer Care vs. Customer Relations
Section 5: Customer
o Customer Care Examples
Service Skills
• Customer Service Essentials (Video)
• Customer Experience Vs. Customer Service Vs. Customer Care
• Customer Service Skills
• Communications in Customer Service (Video)
Section 6: The Angry • Types of Angry Customers
Customer • Steps for Dealing with Angry Customers
• Turning a Challenge into an Opportunity
• Understanding Retail Customer Service
Section 7: Customer
• Fundamentals of Retail Sales Customer Service
Service in Retail Sales
• Customer Service in Retail Sales (Video)
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• Tips for Excellence in Retail Customer Service

• Answering Customer Service Emails
Section 8: Customer
• Customer Service Email Etiquette (Video)
Service Emails
• Email Etiquette
• Call Center Tips for Beginners
Section 9: Call Center • Customer Service Phone Tips (Video)
Customer Service • Call Center Customer Service Skills
• Call Center Essentials
• Understanding Social Media Customer Service
Section 10: Social Media • Providing Exceptional Customer Service (Video)
and Customer Service • Social Media Strategies
• Best Practices in Social Media Customer Service
• Making the Sales Calls
Section 11: Sales Calls
• Closing Appointment Setting Calls
and Customer Service
• Steps to Take After a Sales Call
• A Customer-centric Culture
Section 12: Building a
• Providing Internal Quality Internal Customer Service (Video)
Customer Service Culture
• Steps in Creating a Customer-centric Culture
• Various Standards in Customer Service
o Speed Standards
o Accuracy Standards
o Transparency Standards
Section 13: Standards in
o Accessibility Standards
Customer Service
o Empowerment Standards
o Friendliness Standards
o Efficiency Standards
• Customer Service Standards Gone Wrong
• The Benefits of Customer Loyalty (Video)
• Improving Customer Satisfaction
Section 14: Customer o Create Memorable Customer Experiences
Satisfaction o Provide Fast, Convenient Customer Support
o Make an Irresistible Offer
o Make Feedback Part of Your Brand
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• Multichannel Customer Service

Section 15: Multichannel • Frontline Customer Service (Video)
Customer Service • Tips for Delivering Multichannel Customer Services
• Omnichannel Customer Support
• Why Train for Customer Service?
Section 16: Customer
• Making the Right First Impression (Video)
Service Training
• Customer Service Training Tips

Section 17: SMS for • Using SMS for Customer Service

Customer Service

• Why is Customer Service Important? (Video)

• Customer Service Essentials
Section 18: Summary • Types of Customer Service
and Assessment • Enhancing your Organizational Customer Service
• Delivering Great Customer Service
• Assessment

References & Resources

10 Face-to-Face Customer Service Essentials.

Https://Www.Business2community.Com/Brandviews/Spark-Pay/10-Face-To-Face-
Customer-Service-Essentials-01326882.

10 Customer Service Tips and Tricks. Https://Www.Teamsupport.Com/Blog/10-Customer-

Service-Quick-Tips.

12 Data-Backed Reasons Customer Service Is Key to Business Growth.

Https://Blog.Hubspot.Com/Service/Importance-Customer-Service.

15 Customer Service Skills & How to Improve Each One (Step-By-Step).

Https://Www.Groovehq.Com/Blog/Customer-Service-Skills-Improve.

21 Key Customer Service Skills (And How to Develop Them).

Https://Www.Helpscout.Com/Blog/Customer-Service-Skills/.

19 Great Customer Service Tips To Improve Your Customer Satisfaction.

Https://Www.Retently.Com/Blog/Customer-Service-Tips/.
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21 Customer Service Standards That Will Take You Higher.

Https://Www.Userlike.Com/En/Blog/Customer-Service-Standards.

21 Essential Customer Service Skills for Every Employee. Https://Learn.G2.Com/Customer-

Service-Skills.

25 Awesome Customer Service Tips You Must Employ. Https://Acquire.Io/Blog/Customer-

Service-Tips/.

4 Strategies to Help Improve Your Customer Service Standards.

Https://Www.Socialmediatoday.Com/News/4-Strategies-To-Help-Improve-Your-
Customer-Service-Standards/529799/.

5 steps to building a customer-centric company culture.

Https://Www.Appcues.Com/Blog/Customer-Centric-Company-Culture.

7 CUSTOMER SERVICE EMAIL TEMPLATES (READY TO HANDLE YOUR TOUOGHEST

CUSTOMERS!). Https://Www.Superoffice.Com/Blog/Customer-Service-Email-Templates-
For-Business/.

6 Keys to Improving Your team’s customer service skills.

Https://Www.Surveymonkey.Com/Mp/6-Keys-Improving-Teams-Customer-Service-
Skills/.

6 Ways to Build a Customer-Centric Culture. Https://Hbr.Org/2018/10/6-Ways-To-Build-A-

Customer-Centric-Culture.

7 Must Omni-Channel Customer Service Delivery Methods.

Https://Www.Invensis.Net/Blog/Customer-Service/7-Must-Omni-Channel-Customer-
Service-Delivery-Methods/?Utm_Source=Invensis-Blog&Utm_Campaign=Blog-
Post&Utm_Medium=Content-Link&Utm_Term=8-Effective-Ways-Handle-Multichannel-
Conduit-Challenges.

7 Tips for Improving Skills And Abilities For Customer Service.

Https://Www.Unicomcorp.Com/Blog/7-Tips-For-Improving-Skills-And-Abilities-For-
Customer-Service/.

7 Types of Customer Service: Pros and Cons. Https://Www.Tidio.Com/Blog/Types-Of-Customer-

Service/.

8 Rules for Good Customer Service. Https://Www.Thebalancesmb.Com/Rules-For-Good-

Customer-Service-2948079.
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10 Examples of Good Customer Service in Retail (And How to Apply Them to Your Stores).
Https://Www.Vendhq.Com/Blog/Examples-Good-Customer-Service-Retail/.

9 Proven Strategies for Effective Customer Service Communication.

Https://Www.Revechat.Com/Blog/Effective-Customer-Service-Communication/.

19 Tips to improve your customer service skills. Https://Www.Qualtrics.Com/Experience-

Management/Customer/Service-Tips-Skills/.

Common Customer Service Interview Questions With Answers.

Https://Www.Thebalancecareers.Com/Interview-Questions-About-Customer-Service-
2063349.

Principles of good customer service. Https://Www.Business.Qld.Gov.Au/Running-

Business/Consumer-Laws/Customer-Service/Improving/Principles.

Customer service vs customer support. What’s the difference between these two?
Https://Www.Liveagent.Com/Academy/Customer-Service-Vs-Customer-Support/.

Customer Service: A Guide for Successful Business Growth.

Https://Www.Paldesk.Com/Customer-Service-A-Guide-For-Successful-Business-
Growth/.

Define Excellent Customer Service. Https://Www.Myperfectresume.Com/How-To/Interview-

Tips/Define-Excellent-Customer-Service.

Definition of Customer Service? Https://Www.Customerservicemanager.Com/Definition-Of-

Customer-Service/.

Examples of Good Customer Service in Retail. Https://Smallbiztrends.Com/2019/12/Examples-

Of-Good-Customer-Service-In-Retail.Html.

How to Answer Interview Questions About Customer Service.

Https://Www.Thebalancecareers.Com/What-Is-Customer-Service-2063347.

HOW TO CREATE A CUSTOMER-CENTRIC STRATEGY FOR YOUR BUSINESS.

Https://Www.Superoffice.Com/Blog/How-To-Create-A-Customer-Centric-Strategy/.

How to improve Customer Service in an Online Store.

Https://Www.Doofinder.Com/En/Blog/How-To-Improve-Customer-Service-In-An-
Online-Store.

How to Level Up Your Retail Store’s Customer Service.

Https://Www.Shopkeep.Com/Blog/Retail-Customer-Service-Tips#Step-1.
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TEN WAYS TO CREATE A CUSTOMER-CENTRIC CULTURE. Https://Hyken.Com/Customer-Service-

3/Ten-Ways-Create-Customer-Centric-
Culture/?Gclid=Cj0KCQjwtLT1BRD9ARIsAMH3BtXiGQ6aqg90ViNYvbXBOf6_Tjbeslq1pj_N
nfultz7vbqwt2uwkr4oaatmqealw_Wcb.

Customer service definition and skills for 2021 and beyond.

Https://Www.Zendesk.Com/Resources/Customer-Service-Skills/.

The 20 Most Important Customer Service Skills You Need To Have.

Https://Getsling.Com/Blog/Customer-Service-Skills/.

The Customer-Centric Mindset. Https://Dixa.Com/Blog/The-Customer-Centric-Mindset/.

Tips to Improve Email Customer Service Support. Https://Www.Invensis.Net/Blog/Customer-

Service/Tips-To-Improve-Email-Customer-Service-Support/?Utm_Source=Invensis-
Blog&Utm_Campaign=Blog-Post&Utm_Medium=Content-Link&Utm_Term=8-Effective-
Ways-Handle-Multichannel-Conduit-Challenges.

What Defines Good Customer Service in Retail?

Https://Www.Highspeedtraining.Co.Uk/Hub/Good-Customer-Service-Retail/.

What Is Customer Care (As It Relates to Customer Service)?

Https://Blog.Hubspot.Com/Service/Customer-Care.

What is Customer Service? Https://Entrepreneurhandbook.Co.Uk/What-Is-Customer-Service/.

Retail Customer Service. Https://Www.Retaildoc.Com/Retail-101/Retail-Customer-Service.

What’s the Difference Between Customer Service, Customer Care and Customer Support?
Https://Www.Paldesk.Com/Whats-The-Difference-Between-Customer-Service-
Customer-Care-And-Customer-Support/.

Who Is Your Customer? A Step-by-step Guide On How To Define the Customer Profile.
Https://Instream.Io/En/Who-Is-Your-Customer-Step-By-Step-Guide-On-How-To-Define-
The-Customer-Profile/.

Start-a-Business 101. Https://Businesstown.Com/.

Assessment

Throughout the module, there are in-progress quizzes and short exercises to ensure
understanding of the instructional content. A completion certificate is issued when the learner
obtains at least 80% on the final exam.
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Hours and Articulation

Learner hours for the module are shown in the following table. The hours are based on both
the time within the module and time away from the module conducting application activities.

Section Hours

Section 1: Course Introduction 2

Section 2: Customer Service Principles and Skills 1

Section 3: Customer Service Tips 2

Section 4: Customer Service vs. Customer Support 2

Section 5: Customer Service Skills 1

Section 6: The Angry Customer 1

Section 7: Customer Service in Retail Sales 1

Section 8: Customer Service Emails 1

Section 9: Call Center Customer Service 1

Section 10: Social Media and Customer Service 1

Section 11: Sales Calls and Customer Service 1

Section 12: Building a Customer Service Culture 1

Section 13: Standards in Customer Service 1

Section 14: Customer Satisfaction 1

Section 15: Multichannel Customer Service 1

Section 16: Customer Service Employee Training 1

Section 17: Using SMS for Customer Service 1

Section 18: Summary and Assessment 2

Total Hours 22