- course details
- Dates and time: 6 – 8 p.m., Mondays and Wednesdays, Mar 3 - 19, 2025, (Mar 10th week Spring break)
- Format: Online, instructor-led live sessions on Zoom
- Number of sessions: 4
- Instructional fee: $325, reduced fees available (see Cost section below for details)
Whether you are working with external customers or internal customers (in other departments, teams or groups) within your company, improved skills in customer service are crucial.
A company’s ability to differentiate itself from competitors through customer service relies on the ability of its teams to create satisfactory outcomes and memorable experiences for the customers. Creating customer loyalty is still one of the most important differentiators for business success.
In this new course, you will learn the essential skills, techniques and philosophies about customer service that produce success for organizations. You will learn about the importance of omni channel customer service, and the tools available to help automate and streamline your customer service. The course contains real-life examples of how to implement proper customer service techniques and roleplaying exercise through examples. And, we will answer the age-old question of whether “the customer is always right”.
What you will learn
After completing this course, you will be able to:
- Develop a human-to-human mindset for approaching your work in customer service
- Create emotional connection with your customers
- Improve your skills in managing difficult customer interactions
- Implement a wide variety of customer service improvement strategies
- Measure customer service performance and satisfaction
- Drive results for your organization through improved customer service.
Who should attend
Business owners, front-line team leaders, customer facing employees.
Course content
A typical course covers the following:
- Session 1: Introduction to Customer Service Essentials
- Fundamental principles of customer service
- Developing a human-to-human mindset
- Creating emotional connections
- Session 2: Omni-Channel Customer Service and Technology
- What is Omni-Channel Customer Service and why it is important
- Tools required to implement an Omni Channel strategy
- Role of AI in a modern customer service environment
- Session 3: Conflict resolution and handing difficult customers
- Learn techniques for resolving conflict
- Creating win/win scenarios with customers
- Strategies for handling difficult and irate customers
- Session 4: Customer Service Reporting and KPIs
- How to measure customer service performance and satisfaction
- Customer Journey mapping and collecting customer feedback
Instructor
Jonathan Kaylor is the founder of The Fractional Handyman, a consultancy offering tailored project management services designed to boost productivity for small businesses, corporate teams, and non-profits. He began his career in banking, where he developed his foundational customer service philosophy. Over the next 20 years, he built upon this philosophy, successfully leading front-line teams in manufacturing and distribution, and as a business owner. His strategic focus on customer retention and loyalty has consistently served as a competitive advantage, driving growth and strengthening the foundations of the organizations he has worked with. Jonathan holds a BA in Communication from The University of Dayton.
Cost
The instructional fee is $325. There are limited number of seats available for employees of small businesses with fewer than 150 employees ($225), non-profits and educational institutions ($159), and for current WSU students ($75) and employees ($159). All instructional fees are per person and include a nonrefundable administrative fee. See Registration for details.
The registration fee is the same regardless of residence.
Meetings and format
The course consists of Zoom videoconference meetings with live instruction. To attend via Zoom, you will need a computer with webcam, microphone and high-speed internet.
Each Zoom session allows for live interactions with the instructor and other students via chat, web conferencing or phone, all in real time. Assignments and other materials will be available online through a web-based learning management system.
Certificate completion
- Attend at least 3 of 4 sessions