Customer Relations

Issued by Santa Barbara City College

Earners of this certificate have developed a deep understanding of communication skills and how they relate to quality customer service. Additionally, earners understand different personality styles and how to adapt to each. They are able to provide strategic customer service recommendations based on their classroom experience as well as demonstrate collaborative problem solving. Note: 3 Required

Cost Free

Additional Details

Skills

Business Communications
Change Communications
Communication Processes
Communication Skills
Customer Acceptance
Customer Expectations
Customer Needs
Customer Relationships
Identifying Problems
Practical Problem Solving Skills
Problem Resolution

Earning Criteria

Best Practices in Customer Service | PROW NC050 | Apply strategies that retain your valuable customer base and earn repeat business. Topics include resolving complaints, managing verbal and nonverbal communication and steps for defusing angry customers. *Required
The Art of Negotiating and Collaborating | PROW NC036 | Participants learn to enhance collaboration skills by building high-trust relationships to create mutually beneficial outcomes. Use re-framing, neutralize language, uncover interests, summarize agreement areas and leverage innovative solutions. *Required
Personality Styles and Difficult Relationships | PROW NC019 | Exploration of participants' own behaviors and personality styles, while learning to adapt one's behavior to be effective with other personality styles in a variety of work situations. *Required