Overview 

This certification in Customer Service includes an introduction, six modules, and two extension modules.

• Modules 1 and 2 provide a definition, and have you consider the importance of customer service to the success of a business and identify essential skills and traits.

• Modules 3 through 5 are more application based, featuring the notion of “surprise and delight” and typical customer service scenarios.

• Module 6 takes a closer look at the concept of customer experience and how it connects to customer service.

• Extension module 1 introduces Lean Six Sigma, which is a team-focused managerial approach that seeks to improve performance by eliminating resource waste and defects. It is used by companies and organizations in all SHSM sectors.

• Extension model 2 connects Customer Service to OVIN (Ontario Vehicle Innovation Network). OVIN has connections to all SHSM sectors.