Customer Service Certificate Program
IDCSOB2

Learn strategies to improve communication effectiveness by understanding your style and interpreting verbal and nonverbal feedback. This course equips professionals with tools to foster clarity and positive interactions in the workplace.

• Identify and apply elements of the communication process.
• Speak clearly with specific meaning.
• Recognize and interpret verbal and nonverbal feedback.
• Listen for intent and meaning in messages.
• Differentiate between assertive, nonassertive, and aggressive behavior.
• State needs assertively and discuss challenges positively.

Learn how to analyze and resolve conflicts effectively while fostering cooperation and positive outcomes. This course equips professionals with tools to anticipate, prevent, and address conflicts constructively in any setting.

• Recognizing attitudes and behaviors that create conflict.
• Analyzing conflict situations and selecting appropriate resolution strategies.
• Applying constructive confrontation and resolution skills.
• Anticipating and preventing conflicts before they escalate.
• Creating conditions that encourage collaboration and cooperation.

Focused on enhancing relational skills, this course offers techniques to manage difficult behaviors and de-escalate conflict situations using positive and solution-oriented approaches.

• Provide a definition of a difficult person.
• Determine your personality and behavior style.
• Determine your communication style.
• Determine your listening style.
• Understand how filters in life affect listening.
• Deal effectively with criticism.
• Recognize conflict-inducing behaviors.
• Analyze your assertive responses.
• Use a six-step technique to develop assertive responses.
• Identify the eight types of difficult people.
• Identify the four quadrants that encompass the eight types of difficult people.
• Identify the strengths and weaknesses of each quadrant.
• Identify positive strategies for dealing with people.

Discover strategies to become customer-driven and inspire quality service in your organization. This course equips participants with tools to anticipate customer needs and handle challenges with confidence.

• Understanding the fundamentals of customer service and service excellence.
• Identifying internal and external customers.
• Enhancing customer service through effective communication and problem-solving.
• Anticipating and responding to customer needs.
• Developing personal strategies for achieving service excellence.

Learn how to anticipate customer needs, handle requests, and resolve complaints professionally. Training focuses on thoughtful listening, emotional awareness, and flexibility to enhance service quality.

• Explain the relationships between effective communication and quality service.
• Apply effective listening skills to your interactions with customers.
• Apply effective communication skills to your interactions with customers.
• Identify effective responses to difficult situations.
• Handle requests, problems, and complaints in a professional manner.