Management Guide to Customer Service

This online course provides a manager's guide to creating a comprehensive customer experience. Managers will learn how to train customer service representatives on various platforms, establish customer service expectations, and support employees dealing with difficult customers.

A Manager's Guide to Superior Customer Service: $79

Course Content

  • The Customer Experience
  • Customer Service Philosophies
  • Key Performance Indicators and Net Promoter Score
  • Building Customer Loyalty
  • Managing Customer Service
  • Developing Employees and Establishing Expectations
  • Providing Customer Service through Various Platforms
  • Dealing with Difficult Customers

Volume Pricing

To enroll 10 or more employees in A Manager's Guide to Superior Customer Service, or to integrate any of our business skills courses with your Learning Management System, submit your request using our contact form or call 1-888-658-6641 during our normal business hours 9:00 am - 5:30 pm EST, M - F. One of our representatives will gladly assist you.

After completing A Manager's Guide to Superior Customer Service you should be able to:

  • Discuss philosophies for creating a total customer experience.
  • Explain the use of performance measurement and KPI and NPS.
  • List ways to build customer loyalty to your brand.
  • Describe common challenges for a customer service manager.
  • Outline a plan for establishing customer service expectations.
  • Discuss methods for providing customer service through various platforms.
  • Describe approaches for dealing with difficult customers.

The is course is designed for professionals who interact with customers and managers who oversee them.

  • Access Time: 90 days
  • Average Completion Time: 3 hours
  • Prerequisites: None
  • Format: Self-paced online course
  • Fee: $79.00
  • Course Credit: 0.3 CEUs
  • Online, self-paced course
  • Open enrollment 24/7/365
  • No prerequisites
  • Interactive review exercises
  • Professional videos with complete transcripts
  • Ask the Expert feature - Submit questions directly to our experts
  • CEU Certificate

Access Time: You will have full access to A Manager's Guide to Superior Customer Service for 90 days.

Completion Time: Completion time is dependent on several factors. The average completion time for this class is 3 hours. A student's prior knowledge, Internet connection speed, reading comprehension, optional exercises and videos all contribute to how quickly students complete our courses.

Certificate: An average test score of 70% is required to complete A Manager's Guide to Superior Customer Service. Upon successful completion of this online course, you will be able to print your certificate including CEUs instantly.

  • Access to an Internet connection
  • An updated Internet browser such as Microsoft Internet Explorer 7.0 (or higher) Mozilla Firefox 10 (or higher) or Google Chrome 10.0 (or higher)
  • Web browser support for cookies (typically enabled by default)
  • Adobe Reader or Adobe Acrobat - Download Adobe Reader (free)
  • An installation of Adobe's Flash Player 8 (or higher) - Download Adobe Flash Player (free)

If you're unsure about any of these requirements or if you have questions please contact us through our contact form or by calling 1-888-658-6641 during our normal business hours 9:00 am - 5:30 pm EST, M - F. One of our representatives will gladly assist you.