Additional Course Information
Agenda
Unit 1
Understanding Your Customer
Why customer service is important
Knowing your customer
Customers are constantly evaluating you
Basic customer service skills you may not have thought of
Unit 2
Setting Customer Expectations
Analyzing customer contacts
Developing internal customer targets
How to easily exceed your customers' expectations
Unit 3
Developing Effective Processes
What is working for your customers
Re-engineering your process
Ways to give the best information
Handling complaints
Unit 4
Marking Customer Service Extraordinary
Cancellation Policy
Continuing Education Classes:
We understand that sometimes life happens. If you are unable
to attend your class, please email Continuing-ed@uwm.edu.
We will be happy to contact your instructor to let them know and provide you
with any material missed.
If you cancel 8 days prior to the start of your class, we
are happy to issue an account credit/voucher to you. If you do not provide an 8
day cancellation notice, you will not be eligible to receive a credit/voucher*.
Unfortunately, no refunds will be provided.
*Please remember, vouchers are not issued for and cannot be
used towards trips, online, or credit courses.*
In order for Continuing Education to continue to provide the
community with the outreach programming that we have, all cancellations will be
assessed a 6% administrative fee. If you would like to provide a donation or
contribute to our scholarship fund, you can do so at check-out by adding any
dollar amount to your order! You can also contact our department at continuing-ed@uwm.edu. Continuing
Education is cost-recovery and relies on community donations to help support
its programs.
Thank you for your continued support!
