Customer Service Courses

Effective customer service management training is available in many different formats to meet the needs of a variety of businesses, organizations, and government agencies. Many educational institutions, small business development centers, and other innovative companies offer customer service courses that will help individuals gain both basic and advanced skills in building positive customer relationships. These range from simple one-hour online tutorials to concentrations as part of a four-year business degree to advanced seminars for corporate management trainees. Several large corporations have built a reputation for providing a superior consumer experience to the extent that other businesses look to them as models for creating their own policies and strategies for attracting and retaining customers. By utilizing what are known as "best practices," other companies benefit from the experience of the top-notch customer-friendly corporations. Unfortunately, business textbooks can provide too many examples of defunct businesses that ignored the needs and wants of their clientele. Negative experiences can also be good learning tools of what not to do.

Many companies provide new employees with an orientation that provides information on such topics as the history, philosophy, and culture of the company. Part of the orientation may include customer service management training, especially for employees who are management trainees or apprentices. These individuals may be responsible for teaching other employees the essential skills they have learned so that the entire staff can interact positively with the company's consumers. Even though certain industries may require specialized customer service courses that are germane to their products and services, there are essential skills that all individuals can practice whether they are in the role of employee or consumer. A friendly smile can make anyone's day seem brighter. A positive telephone manner on both ends of the line can allow a transaction to expeditiously take place or smooth a customer service glitch. A multitude of books have been written about developing good interpersonal skills and these can be excellent resources for improving one's own effectiveness in interacting with others. A variety of online courses can be accessed with a quick internet search. By comparing the different course outlines and summary information, an individual can select a tutorial that provides the desired training at an affordable cost. For those seeking a career in this field, customer service management training classes may be part of the coursework for a bachelor's degree in business management. A concentration in this area may provide an added credential for what has become a highly competitive field in today's corporate world. The expertise gained from such classes, especially if coupled with a relevant internship, may enable the college graduate to compete for a higher salary than her less educated peers.

Beyond corporate orientation, many companies provide ongoing training to employees through workshops and seminars. For example, department store cashiers may receive periodic training on greeting customers and ringing up purchases with a welcoming smile. Administrative support staff may attend a workshop on interacting, not only with potential clients, but also with managers and supervisors from other departments within the company. Sales staff should know how to close a sale in such a way that the customer will happily provide referrals for the product. They, too, need to be able to interact with other department personnel in a positive way. Companies who ignore training personnel in essential relationship-building skills may find that interdepartmental bickering hinders growth and adversely affects revenue. The Old Testament writer of Proverbs wisely said: "The beginning of strife is as when one letteth out water: therefore leave off contention, before it be meddled with" (Proverbs 17:14). Interdepartmental squabbling and employee quarrels, if left unchecked, can drown a company in contention. Not only will employee morale suffer, but so will interactions with clients. Relevant team-building exercises and effective customer service courses can stem this destructive tide.

Organizations and government agencies may have similar needs for customer service management training, both to improve the effectiveness of internal communication and the performance of employees who interact with vendors, the public, and constituents. Many nonprofit organizations have volunteer board members who are highly successful in their chosen fields. These individuals, especially when first joining the board, may appreciate an orientation workshop that could include a component on interpersonal relationship instruction. Whatever the constituency served by the nonprofit, the staff will need to know how to build positive relationships so that the mission of the organization can be effectively fulfilled. Relevant training for government agency personnel may especially focus on solving the problems of frustrated constituents. Whether it's reporting an unkempt neighbor to the city code enforcement board, a zoning issue with the county, or trying to rectify an apparent glitch with a state licensing agency, these constituents need a listening ear and a helping hand. Government staff can benefit from customer service courses that focus on handling especially difficult situations just as much as their corporate colleagues. Those personnel who may face an unexpected hostile situation should have access to specialized instruction on what to do in that circumstance so that the matter can be diffused, even if not resolved.

Essential skills for interacting with others can be gained from several sources, including books on the topic, online tutorials, college classes, and corporate workshops and seminars. Though customer service management training is often seen as necessary instruction for manager trainees, almost everyone can benefit from developing at least basic interpersonal skills. Within companies, effective instruction can help put an end to interdepartmental squabbles that hurt morale and the bottom line. In addition, the personnel at nonprofit organizations and government agencies serve constituencies that deserve skilled, professional instruction just as much as consumers of corporate goods and services.

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