Learning Path: Customer Service

Course Overview

Customer service professionals, whether communicating with customers in person, over the telephone, in email or chat, are critical to satisfying customers and keeping them. This also applies to in-person customer service interactions such as in retail stores and office environments. Skilled customer service employees assist with nearly every customer task and are the face of your organization. Truly, the organization’s success depends on exceeding their customers’ expectations and keeping them long term. 

As the customer liaison, the Customer Service Professional has a direct role in the company’s success. In this certification course, you will learn the fundamentals of customer service. You will define customer service and align your efforts with company commitments. You will practice delivering customer service by using effective communication skills, understanding the power of the telephone, understanding the needs of customers, using body language during in-person interactions, and dealing with challenging customer personalities and scenarios. You will learn to resolve customer issues quickly and with skill. Next, you will learn how to measure customer service effectiveness and learn to reinforce service excellence. Finally, you will gain competence and confidence in the essential workplace skills you need to perform your day-to-day responsibilities and achieve long-term career success. These essential skills include getting along with co-workers, working on teams, and maintaining strong professional ethics. .

The course is designed to prepare learners for the KWP Certified Customer Service Professional test and earn the designation, Certified Customer Service Professional, KWP-CSP. The goal is for the learner to be job-ready for an entry level position in customer service as defined in the KWP Standard Job Description.

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Learning Objectives