Fulfilling Customer Expectations


The ability to provide top-notch customer services is more important to the success of our workforce than ever given the Fourth Industrial Revolution. The key to growing and sustaining your business is knowing how to provide outstanding customer service. Satisfied customers will keep coming back, and dissatisfied customers can hurt your reputation. In this module, students will learn how to fulfill customer expectations by applying strategies that leave your customers satisfied and happy. Also, they will discover how to create a workplace culture that prioritizes customer service and create a training program that will produce results.

The purpose of this module is to build customer service skills, including those needed for internal customers, external customers, and prospective customers.

This module includes current thinking on the topic, as well as the tried-and-true customer service research.

Module Length: 24 Learner Hours

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Leading Edge Learning: Competency-Based Modules give you easy access to engaging and dynamic content that supports key workplace competencies. Explore the features and unique capabilities of our modules below.

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All modules are organized into sections, and each section includes instructional content related to specific topics. At the end of each section, the learner is presented with a short section review to reinforce concepts.

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Fulfilling Customer Expectations Learning Outcomes


Throughout this module, learners can expect to meet the following learning outcomes:

+ Describe the importance of quality customer service to organizational success.
+ Differentiate between customer service and customer support.
+ Apply strategies for performing quality customer service by answering customer service emails, providing customer service on the telephone and through social media, and responding to angry customers.
+ Identify strategies for conducting effective sales calls.
+ Describe how to build a culture of customer service in an organization.
+ Define multichannel customer service.
+ Develop a customer service training program.
+ Describe how SMS can be used in customer service.
+ Build a plan to enhance organizational customer service to improve customer satisfaction.

  • Fulfilling Customer Expectations Syllabus

    This document is the syllabus for the Fulfilling Customer Expectations module. The syllabus lists the instructional topics, learning outcomes, and organization for the module.

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At Peregrine, we believe in taking a solution-based approach to solving the needs of our thought-partners.

+ Integrate in course on marketing, management, or small business.
+ Professional development for continuing education or refresher of skills.
+ Develop skill sets of working professionals.

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