RT105 - Raising the Bar to 'First-Class' Customer Service

Facilitators: Shannon Gormley and Dr. Jean Norris

This course uncovers the secrets of today's successful businesses and their strategies of first-class customer service. You will learn the components of first impressions that can help you increase and keep your enrollments. This course will also help you to locate the specific areas of your operations where you can implement an improved customer service plan for your school - whether it is admissions, student services or academics


 

Course Reviews


Course Rating

Retention Performance Group in The Lounge


Testimonials:

This was very interesting and I got a lot of good information I plan to share with my college staff.


Great course very helpful.


Course Structure


Course Format

  • Can Start Anytime
  • Self-paced (within course enrollment timeframe)
  • Faculty Support (facilitator/coach)

Course Length

  • 4 Hours of Activities
  • 4 Weeks to Complete the Course
  • Can Finish Faster

Completion Requirements

  • Study Course Content
  • Participate in Forum Discussions *
  • Pass ALL Required Quizzes
  • Complete Online Course Survey

* You are required to participate in the course forum. We will assess the level of your discussion activity in the forum and may request an additional opportunity to engage you further in the discussion process prior to your certificate being awarded.

Technology Requirements

  • A Web browser with JavaScript and cookies enabled
  • Adobe Flash Player
  • Speakers or headphones

Course Objectives


Module 1: Creating the Customer-Centered Organization

  • Define customer service.
  • Articulate the history of Customer Service.
  • Discover Customer Service trends.

Module 2: Creating Value for Your Customer

  • Understand the definition of 'customer'.
  • Identify external customers.
  • Define your institution's CS touch points.
  • Explore customer service best practices.

Module 3: Preparing for Customer Service Success

  • Explain 6 strategies for customer service.
  • Identify your internal customers.
  • Define internal customer service touch points.
  • Articulate best practices for internal customer service.

Module 4: Additional Customer Service Insights

  • Explore mystery shopping and how it relates to Higher Education.
  • Examine mystery shop results.
  • Discover how industries utilize mystery shop information.
  • Identify ways to build a customer service strategy and tips for implementation.

Certificate/CEUs


Completion of this Course:

  • Certificate of Completion
  • 4 Hours of Continuing Education

How to Enroll

  1. Buy Enrollment Keys

  2. Enter an enrollment key in the field above.

  3. Click "Enroll".

Retention Courses

RT101 Improving Retention through Timely Intervention

RT102 Orientation and First Week Activities to Increase Retention

RT103 Implementing Successful Student Retention Strategies

RT104 Best Practices to Enhance Student Retention

RT105 Raising the Bar to 'First-Class' Customer Service

ED102 Student Retention Methods

ML139 Customer Focus

PL105 Setting Up an Effective Alumni Association

Enrollment Keys

Enrollment Keys are required to access our online courses. You can buy as many keys as you need. Each key allows one person to take any one course. Volume discounts are available... More

Course Catalog