Edinburg Course Information
1 | CEUs: 0.1
Credits:
- 0.1 IACET CEUs
- 1 ATD CI Credits
1 hours
Access Time:
90 Days
Program Modality:
Online Self-Paced
Location:
Online
Cost:
$ 149
Notes:
Brownsville Course Information
Wednesdays
Dates:
TBA
Times:
TBA
Duration:
12 hrs
Format:
In-Class
Location:
Brownsville Campus
Instructor:
Mr. Marco Garza
Cost:
$ 199
How Can I Help You? Customer Service Best Practices
This course explores best practices in providing customer service. This course can serve as an introduction if this is your first customer service job. But even if you are a seasoned professional, the scenarios and activities will give you a chance to ask yourself how you might better handle balancing the needs of your customers with the needs of your organization.
Learners will then explore how AI impacts
- talent acquisition
- talent development
- compensation and benefits
- employee relations and engagement
- performance management
This course will explain the benefits and challenges of using AI, which HR responsibilities are best assisted by AI tools, and the importance of human oversight. Participants will also explore ethical behavior and legal compliance of AI use in the HR field, as well as how AI affects bias.
Upon successful completion of all courses in this certificate program, you can download and print a Certificate of Completion. Courses included in this certificate program are listed at the bottom of this page.
Details:
• Identify customers as one of four different types: agreeable, directive, analytical, or expressive
• Adapt your customer service interaction to the customer's type
• Understand that customer service language should be both polite and efficient
• Explain how providing customer service over the phone or online differs from providing customer service in person
• Identify poor examples of customer service and explain how the agent could improve his or her interactions
• Understand how body language can affect customers' perception of the service they are receiving
• Use the "No...but" technique to emphasize what the agent can do rather than what he or she can't
• Understand the reasons that customers might be difficult and handle difficult customers professionally
• Explain why providing customer service requires great communication with co-workers and supervisors
This course is designed for adult learners interested in improving their customer service skills.
Note: PEWD program participants should be 18 years or older.
No prerequisites required.
- Mobile-friendly
- Audio-enabled
- Badge and credit-awarding
- Fully accessible
- Games & Flashcards
- Expert-supported
- Video content
This course includes an “Ask the Expert” feature. You can use this feature to submit questions about course content. A subject matter expert will provide guidance or point you to additional resources for the topics you’re studying. Questions are answered as quickly as possible and usually within 24 hours.
Learners must achieve an average test score of at least 70% to meet the minimum successful completion requirement and qualify to receive IACET CEUs.
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