Courses for customer service professionals may be found in associate and bachelor's degree programs in business administration, communications or English. There are also certificate and diploma programs available in customer service that could help an individual get a job in this field. Numerous private organizations offer customer service training seminars and courses as well, with some options available both in-person and online.
Here are a few common concepts found in courses for aspiring customer service professionals:
- Office materials
List of Common Courses
Customer service representatives spend most of their time on tasks that require solid communication skills. A communication course teaches students the basics of written and oral communication. Students learn how to communicate with customers and groups of people in a competent and clear manner. Topics covered include body language, listening skills and conflict resolution. This course usually comes at the beginning of a program.
Computer Basics Course
Computers are used in most customer service centers and offices. In this course, students learn about how to use a personal computer. Topics covered include software applications, document creation and Internet basics. Emphasis is usually placed on Microsoft programs and applications in beginner level computer courses. This course usually is near the beginning of a program.
Business Fundamentals Course
Customer service is the backbone of a business, and customer service professionals must understand some business basics in order to offer high quality service to customers. A business fundamentals course covers technology, terminology and procedures that are common to the business environment. Students learn how to create business documents, handle office tasks and use office equipment. This course comes in the middle of a program.
Customer Relations Course
A customer relations course teaches students the skills they need to interact appropriately with customers. Student learn about managing customer issues, delivering good customer service and evaluating customer satisfaction. This course usually is near the middle of a program.
Professional Development Course
Professional behavior is essential in a customer service environment. Students in this course learn about conveying a professional image, handling situations in a professional manner and working with others in a team environment. Students learn how to build their career, become a leader and solve problems. This course usually comes near the end of a program.