This course provides focused knowledge and practical skills in public and customer relations. Topics include interpersonal relations; positive customer attitudes and awareness; image and professionalism; quality customer service; customer service policies and skills; special needs customers; dealing with difficult customers; conflict resolution and negotiation; public speaking; and media relations. Cultural diversity and sensitivity is emphasized throughout in meeting the needs of multi-cultural customers. Additional topics covered are User Support and Help Desk Functions. User support processes and activities are examined.
CST Certificate Program Admission
Customer Service Skills for Success, Latest Edition (eBook). Lucas, Robert W. McGraw Hill