CRM 100 – Principles of Customer Service

Welcome to the World of Customer Service!

This course is designed to provide you with a comprehensive understanding of the principles and practices of customer service, a vital component of business success. Whether you aim to excel in a customer-facing role, enhance your organization’s service quality, or build lasting customer relationships, this course equips you with the skills and knowledge to thrive.

You’ll explore the fundamentals of customer service, including how businesses meet and exceed customer expectations, the various roles involved in delivering exceptional service, and the impact of customer satisfaction on business reputation. We’ll delve into key topics like handling diverse customer needs, maintaining professionalism, and adhering to legal and organizational standards. Additionally, you’ll learn strategies for resolving conflicts, exceeding expectations, and fostering customer loyalty.

By the end of the course, you’ll have a deep understanding of how customer service drives business success, enhances customer retention, and builds trust. This course is perfect for students and professionals looking to develop the expertise needed for a rewarding career in customer service or to improve service delivery in any business environment.

Key Learning Outcomes:

• Understand the principles of customer service and its importance in business.
• Learn how to deliver consistent, reliable, and exceptional customer service.
• Develop core skills such as empathy, communication, problem-solving, and conflict resolution.
• Explore strategies to exceed customer expectations and build loyalty.
• Gain insight into organizational procedures, compliance requirements, and customer segmentation.
• Prepare for dynamic roles in customer-facing environments with confidence and professionalism.

* This course is part of the Customer Relationship Management Diploma (CRM).