Customer Service Certificate Program

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Training On Demand

This program provides your organization with the opportunity to host local face-to-face training at a site and date you choose for any number of employees.  Reduce training travel costs for your employees and  improve your employees’ productivity!
 

Curriculum is composed of three courses

Course 1: Customer Relationship Building: Addresses the skills necessary to provide excellent customer service to internal and external customers.

Course 2: The Business of Customer Service: Emphasizes teamwork skills as necessary to providing excellent customer service to internal and external customers.

Course 3: Water Industry Operations: Emphasizes your understanding of your role as a member of the larger community of water industry professionals who are serving the public by working for water utilities responsible for a safe and adequate water supply.

Learn more about the classes and their objectives:

 

COURSE 1 OVERVIEW

The course, Customer Relationship Building,addresses the skills necessary to provide excellent customer service to internal and external customers. The course begins with identifying the characteristics of excellent customer service through excellent communication skills. Building an awareness and appreciation for diversity and inclusion is vital in the community and workplace. The course then provides you with an increased self-awareness of your listening skills, as well as tools to use when working with challenging customers

Course 1 Agenda (pdf)

OBJECTIVES
Chapter 1: Communication Skills
  • Identify the characteristics of excellent customer service
  • Identify internal and external customers and the importance of good relationship building
  • Describe the main characteristics of effective communication
  • Understand the communication process and problems or perceived barriers that can contribute to miscommunications and/or misinterpretation
  • Identify your personal communication style
Chapter 2: Diversity and Inclusion
  • Understand the meaning of the terms diversity, inclusion, globalization, multiculturalism, and prejudice
  • Describe the four stages of understanding/learning
  • Identify the four key principles of diversity
  • Apply the 10 tips for a respectful workplace
Chapter 3: Listening Skills
  • Apply good listening skills and recognize the importance they play in communication
  • Utilize and implement different levels of listening
  • Identify and practice personal level of listening skills
  • Demonstrate an understanding of the barriers to effective listening and apply them at work
Chapter 4: Customer Service in Action
  • Utilize the knowledge of channels of communications for better customer interactions
  • Employ good telephone etiquette when assisting customers on the phone
  • Analyze role playing and the elements of good communication skills
  • Understand personal operating style
Chapter 5: Working with Challenging Customers
  • Apply good listening skills and recognize the importance they play in communication
  • Utilize and implement different levels of listening
  • Identify and practice personal level of listening skills
  • Demonstrate an understanding of the barriers to effective listening and apply them at work
COURSE 2 OVERVIEW

The Business of Customer Service, emphasizes teamwork skills as necessary to providing excellent customer service to internal and external customers. Understanding the importance of the customer service cycle and the CSR's role adds to the effectiveness of the team.Terms, definitions and/ or processes common to all customer service organizations are discussed for a broad understanding of how technology is applied to create a more efficient environment. Professionalism, attitude, and stress management are critical skills that define an effective CSR and are presented to aid attendees' professional growth.

Course 2 Agenda (pdf)

OBJECTIVES

Chapter 1: Teamwork

  •  Understand the characteristics of a great customer service representative and apply them to everyday tasks
  •  Recognize the importance of working together as a team to improve customer service
  •  Identify and apply the traits of a good team member for effective performance

Chapter 2: People, Processes, and Technology

  •  Understand the driving force of technology in today's customer service environment
  •  Recognize the importance of processes and their need in an effective utility
  •  Identify utility/customer service technologies, their definitions, and their uses
  • Restate and explain the customer service cycle, the processes, and the scope of employees involved
  • Participate in "It's All About Water"

Chapter 3: A Professional Attitude

  • Define professionalism and describe the benefits for customer service representatives
  •  Utilize the seven keys that promote an optimistic and positive mental attitude
  • Demonstrate and apply the power of a smile
  •  Practice the steps to staying energized and positive

Chapter 4: Personality Types

  •  Recognize the importance and benefits of knowing your personality type
  • Understand different personality test types and models
  • Compare the traits of personality style with that of other types to improve interpersonal relationships
  • Compare the traits of birth order and use that knowledge to improve interpersonal relationships

 


 

COURSE 3 OVERVIEW

Utility Industry Operations is designed to emphasize your understanding of your role as a member of the larger community of water industry professionals who are serving the public by working for water utilities responsible for a safe and adequate water supply. As a result, the basic ideas of the water cycle, water fundamentals, water conservation, treatment, and recycling options are also presented as part of the background required for understanding water utility rules, regulations, policies, basic terminology, and operations.

Course 3 Agenda (pdf)

OBJECTIVES

Chapter 1: Understanding the Basics

  • Understand and explain the water cycle
  • Identify the common steps of a communications plan
  • Be able to express to customers and others the importance of water quality and why it is necessary to be good stewards of the water we have
  • Explain how climate change is affecting our water supplies and the water cycle

Chapter 2: Understanding the Rules and Regulations

  • Understand and summarize the main points of the Safe Drinking Water Act and how it affects water utilities and customers
  • Comprehend the rules pertaining to the Consumer Confidence Report and why it's important to customers and consumers
  • Appreciate and articulate the importance of the Clean Water Act and its influence on water quality

Chapter 3: The Fundamentals

  • Understand the fundamental components of water treatment, water quality, and water distribution from a customer service representative viewpoint
  • Apply terms and definitions of water utility operations into daily customer service duties

Chapter 4: The Value of Water

  • Understand the affordability of water and the need to adequately price costs for sustainable systems
  • Articulate water conservation measures to customers, consumers, and the general public
  • Be familiar with the need for protecting watersheds and the tools for managing a watershed
  • Understand the benefits of recycling and reuse of water
  • Incorporate into discussions with customers the steps and tips to conserve water


 

Program information

  • Target audience is Customer Service representatives
  • Provides the high-quality training needed to meet the high standards expected by your customer

Customer Service Training Course Includes 

  • One (1) Facilitator Guide, per course
  • Ten (10) Participant Guides, per course 
  • One (1) Customer Service DVD
  • One (1) Focus First

For questions regarding registration, lodging or general conference questions, please contact the Conferences and Events Group.  

Email Education Services for more information, including a price quote, learning objectives, and a detailed program overview.