This self-paced, online course is designed to help professionals in the social services and human services sectors enhance their customer service skills. Focusing on the unique needs of clients in these fields, the course emphasizes delivering caring, courteous, and customer-oriented service from various perspectives. Whether working directly with clients or supporting the customer service culture within an organization, learners will gain valuable tools to improve communication, problem-solving, and overall client satisfaction.
The course covers critical aspects of customer service, including building rapport, managing client dissatisfaction, and fostering a customer service culture that strengthens both individual and organizational effectiveness. With practical strategies and insights, participants will be equipped to create positive service experiences and improve relationships with clients and colleagues alike.
Learning Objectives:
- Understand the fundamental principles of customer service in the social and human services sectors.
- Build rapport and communicate effectively with clients to create a positive and supportive service experience.
- Develop strategies to overcome client dissatisfaction and turn challenging situations into opportunities for improvement.
- Recognize the importance of customer service roles within an organization and how they contribute to a strong service culture.
- Apply best practices to enhance the quality of service delivery and create lasting positive impressions with clients.
- Be able to explain the key concepts of customer service in the context of social and human services.
- Demonstrate techniques for building rapport, communicating with empathy, and delivering high-quality service.
- Effectively manage client dissatisfaction and resolve issues to ensure client satisfaction and loyalty.
- Recognize their role in fostering a positive customer service culture within their organization.
- Have the skills to apply customer service strategies to real-world scenarios within social and human services settings.
Course Structure:
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Getting Started
Topics: Introduction to course goals, structure, and overview of key learning objectives. -
Module 1: Introduction to Customer Service
Topics: Overview of customer service principles and practices in the social services sector. -
Module 2: Creating a Quality Service Experience
Topics: Strategies for building rapport, active listening, and delivering personalized service. -
Module 3: Overcoming Client Dissatisfaction
Topics: Techniques for managing difficult situations and turning dissatisfied clients into satisfied ones. -
Module 4: Customer Service Roles Within the Organization
Topics: Understanding how each team member contributes to creating a customer-centric service culture.
Target Audience:
This course is ideal for professionals in social services, human services, and direct client-facing roles who wish to improve their customer service skills. It is also beneficial for organizational leaders and support staff who want to build a stronger customer service culture within their teams.
Learners can expect to spend approximately six hours completing this self-paced course, and to obtain proof of completion, all course requirements must be completed within 30 days of enrollment.
Mode(s): Self-Paced
Length: Approximately 4-6 hours
Course Requirements: All course requirements must be finished within 30 days of enrollment in order to obtain proof of completion.
Cost: $120 per person