This interactive course combines lecture, discussion, and active participation to develop the skills needed to deliver exceptional customer experiences. Students will explore the principles of outstanding customer service and learn how every customer interaction influences organizational success. Through real-world examples, role-playing, and practical exercises, students will practice techniques for creating positive customer relationships that can be applied across a variety of workplace settings.
The course emphasizes strategies for enhancing every stage of the customer journey, from first impressions and ongoing interactions to post-service follow-up. Students will examine how exceptional customer experiences contribute to customer loyalty, employee engagement, and a positive workplace culture. Upon completion, students will be able to apply customer-focused communication and service practices that foster satisfaction, build trust, and create lasting value for both customers and organizations.
Prerequisites
None.
1. Describe the functions and expectations of exceptional customer service.
2. Examine several customer service models and describe how the various elements and components influence the customer experience.
3. Assess and successfully portray the characteristics and representative examples of touchpoints that can occur before, during, and after interacting with a customer.
4. Compare and contrast various customer service techniques that are most likely to be successful in the student’s own work environment.