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Certified in Customer Service (CCS)
Course - Certification in Customer Service- a comprehensive course
in customer service for commercial and non-commercial use, in food service and
any workplace. Students will learn that everyone is a customer and everyone is
in sales, expanding the reach of service to all aspects of our life. They will
learn how to provide a most positive and memorable experience through
anticipating needs, providing a service environment, proper follow-up, attitudes
that stay positive all day every day. Reminding us what we knew, what we've
heard, what we don't do, and what we do do - so we can be sure to replicate that
good behavior and make that the ONLY way we operate.
Course Goal - Designed to provide the student with the ability to
increase sales, headcounts, compliments, profits, and decrease complaints, lost
customers, lost items and provide an environment where all employees respect
each other and treat THEM as customers. Leading to national certification as a
customer service specialist by a nationally recognized industry association..
Educational Objectives - Upon successful completion of the
comprehensive certification examination, as determined by the certifying agency,
will meet the criteria (a score of 70% or higher) for certification and receive
a passing grade in this course.
Behavioral Objectives:
Understand the needs of their guests and the art of serving.
Foresee the needs of guests before they state the need.
Use the right words to increase customer purchases and satisfaction.
Think service at all times, in all situations, for everyone they interact
with.
Understand the difference between internal and external customers.
Maximize customer satisfaction without increasing the budget.
Teach their staff the basics of creating a customer service attitude.
Take these same techniques to other occupations, such as supply, purchasing,
health care, any job.
Understand that customer service includes dressing for success, giving that
great first impression.
Use proper dining etiquette so that business relationships are enhanced.
Interview properly, exude that service attitude at all times.
Treat all people equally, regardless of cultural background, religion, etc.
Understand introduction etiquette, seating protocol, how to host events.
Have
an appreciation for the aspects of proper and accepted office etiquette
regarding telephone, email, setting and keeping appointments, office
relationships, and more - part of serving the internal customers.
Recognize appropriate methods of written business communications.
Think outside the box to minimize customer delays, frustrations, duplication
of effort and more.
Evaluation - Pass a comprehensive 80 question examination.
Required Textbook: Improving the Customer Experience - Techniques We Can
ALL Use, by Edward H. Manley. Including Waiting on America by Mario Ponce,
Published by Pearson Education, 2010.
Send a note to
Ed Manley
saying you want to take the written test
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