REGISTRATION DATES: November 19, 2018 - January 23, 2019

CLASS DATES: January 28, 2019 - February 18, 2019

COSTS: Full tuition: $840, WCG Cost: $280, WCG + FANTIC Cost: $28

ADVANCED CUSTOMER SERVICE AND SALES

Total Hours of Instruction:  58

Exam: Exam Fee is included

Materials:  All materials necessary for this program are included

Course Description: 

The CVCC Workforce Solutions Advanced Customer Service and Sales Program is designed to expand skills in sales and service-focused industries. Students will learn skills for success in customer service to include how to prepare for selling, gain customer commitment, close a sale, and develop/implement plans for selling and follow-up. The course includes workforce and career readiness competencies as consistently defined by a cross section of employers in the Commonwealth of VA and across the nation.

 

Topics:

  1. Industry Overview (Customer Service Profession, Contributing to the Service Culture, Understanding the Customer, and Recognizing the Economics)
     
  2. Skills for Success (Verbal Communication, Nonverbal Communication; Listening Skills, Self-Management, Professionalism- Reliability- Presentation- Work Ethic- Organization and Time Management, Critical Thinking/Problem Solving, and Team Work)
     
  3. Customer Service (Understanding Customer Service, Products and Services, Assessing and Meeting Customer Needs, and Educating the Customer)
     
  4. Building and Maintaining Relationships (Customer Service and Behavior, Service Breakdowns and Service Recovery, Customer Service Via Digital Technology and Global/Intercultural Fluency)
     
  5. Store Operations (Basics of Inventory Control, Merchandising, Loss Prevention, Respect, and Following Procedures for Workplace Safety)
     
  6. Selling and Service (Selling, Customer Commitment/Loyalty, and Closing the Sale)
     
  7. Career Management
 

Certifications:

Customer Service and Sales

Advanced Customer Service and Sales

Accrediting Agency:

National Retail Federation (NRF) Foundation

Course offerings, dates and times, and locations are subject to change without notice. For up-to-date information, please call the Workforce Solutions office. Financial Aid funds are limited, and availability of the reduced tuition costs are contingent upon the allocation and availability of state funds for the program. A student's best option for determining eligibility is to arrange an appointment with Workforce. For information on our cancellation and refund policies, visit our cancellation and refund policies page.