Welcome to the "Performance Excellence: Analyzing Your Customer Service’" series of video lessons meant to teach you how to make every contact with a customer a positive one. This course, which comprises nine video lessons, defines core competencies and explains why they are vital to success in customer service. It also discusses the significance of the employees -- not just the customers. In addition, it talks about common barriers to customer service and offers tools for breaking down those barriers and reaching customers in a meaningful and positive way. In the end, learners will be able to rate their focus on the customer and see where they have strengths and where they have weaknesses. This will allow them to hone their skills and, ultimately, help their company improve their customer service efforts for increased success overall. This program is valid for one PDC for the SHRM-CP or SHRM-SCP and one hour of recertification credit through the HR Certification Institute. Please be sure to note the program ID number in your online recertification file. For more information about certification or recertification, please visit the SHRM website at www.shrm.org and the HRCI website at www.hrci.org. SHRM Activity ID: #18-TI3I6 and HRCI Activity ID: #343735
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