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Customer Service

Level: Foundational/basic course

About the course: Are you customer focused?  This course demonstrates the importance of the customer service professional by examining ways to interact positively while problem solving, demonstrate the role of active listening, recognize how to positively reframe customer words, explain the importance of nonverbal behaviors, and illustrate a communication model. This course will support frontline personnel including anyone involved with interacting with customers and anyone who manages those who interface with customers. The course length is one hour.  You must successfully complete the knowledge checks and review each course page to receive your completion certificate.

In this course, learn to:

  • Examine ways to interact positively with any customer.
  • Demonstrate the role and benefits of active listening.
  • Recognize how to positively reframe a sentence using the customer’s words.
  • Explain the importance of nonverbal behaviors when interacting with customers.
  • Illustrate the communication model’s effects on the listener and receiver of the message.

Course Credits: 1 CAPP Points

Time to complete: About 1 hour (Self-paced: Start, stop, exit, and return at any time. Course is available for one year from the date of purchase.)

Thinking of applying to become a CAPP? Successful completion of this course earns 1 point towards the professional development portion of the CAPP application requirements or 1 point on the CAPP Recertification Recordkeeping Form, Program Type 5.

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Non-Member Price: $99
Member Price: $49