Continuing and Innovative Education Centennial
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Business Skills
  • Career Skills
  • Customer Service and Sales
  • Desktop Skills
  • Human Resources
  • IT Skills
  • Leadership
  • Marketing and Operations
  • Project Management and Business Analysis
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    Customer Service and Sales Programs


    Overview/Description
    Nothing is more critical to organizational success than acquiring and keeping customers and colleagues, all of which require clear communication and strong customer skills. Effective professionals need to be adept in a variety of verbal, nonverbal, and written skills. They also need to develop interpersonal skills that will enable them to cope with conflict and difficult coworkers and customers. It's important to build rapport with customers using a variety of skills, including listening, vocal cueing, and problem solving. In addition, management must foster a culture that focuses on eliciting and satisfying external and internal customer needs.

    Managing a Customer-Focused Department
    Fee: $295.00
    Program #: SS03059

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    Most organizations think they are customer-focused, but many have never asked their customers if this is true. To run a successful customer-focused department, you must understand customer expectations before you can create strategies to meet them. Managing a Customer-Focused Department shows you how to conduct focus groups, customer surveys, and in-depth service audits of your organization’s processes. You’ll also learn about helping your customer service representatives embrace a customer-focused strategy. The program covers giving your team clear directions that meet customer and organizational goals as well as empowering and motivating team members. It also includes an exercise on how internal customer service is essential to maintain a respectful work environment. A simulation lets you put into practice the things you’ve learned.


    The Managing a Customer-Focused Department online course consists of 16 instructional hours, and awards1.6 CEU’s.The course includes one 30 minute simulation and one of the 15 minuted Challenge Series modules.

    Courses in this program include:

    (Select a title below for details.)
    Continuing and Innovative Education at The University of Texas at Austin
    Our Address: P.O. Box 7817 - Austin, Texas 78713-7817
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