Customer Service and Retail Module
This course provides students with the skills and knowledge necessary to succeed in the workplace. Through a combination of videos, reading, and activities, students will develop their communication, problem-solving, conflict resolution, employee code of conduct, customer service, and sales skills.
Communication: In this section, students will learn about the importance of effective communication in the workplace. Topics covered include the definition of communication, types of communication, and strategies for effective listening. Students will participate in an activity to understand the difference between one-way and two-way communication. They will also learn and apply the H.E.L.P. principle as a virtual assistant.
Problem Solving and Conflict Resolution: This section will introduce students to problem-solving protocols and the different types of conflicts they may encounter in the workplace. Students will participate in an activity to identify the good, bad, and ugly of problem-solving. They will also learn about different styles of conflict resolution and participate in a negotiation exercise.
Employee Code of Conduct: This section will cover the employee code of conduct, including cell phone usage, social media use, dress codes, and professional boundaries. Students will learn about the expectations of employers and employees and how to maintain a professional image in the workplace.
Customer Service and Sales: In this section, students will learn about the importance of customer service and sales. Topics covered include exceptional customer service, the role of customer service, and understanding customer types using the 4 colors insights discovery profile. Students will participate in an activity to identify their color and learn how to tailor their communication to different customer types. They will also learn customer service language and participate in an activity to demonstrate their understanding.
By the end of this course, students will have developed their professional skills and gained the knowledge necessary to succeed in the workplace. They will have a better understanding of effective communication, problem-solving, conflict resolution, employee code of conduct, customer service, and sales.
Communication: In this section, students will learn about the importance of effective communication in the workplace. Topics covered include the definition of communication, types of communication, and strategies for effective listening. Students will participate in an activity to understand the difference between one-way and two-way communication. They will also learn and apply the H.E.L.P. principle as a virtual assistant.
Problem Solving and Conflict Resolution: This section will introduce students to problem-solving protocols and the different types of conflicts they may encounter in the workplace. Students will participate in an activity to identify the good, bad, and ugly of problem-solving. They will also learn about different styles of conflict resolution and participate in a negotiation exercise.
Employee Code of Conduct: This section will cover the employee code of conduct, including cell phone usage, social media use, dress codes, and professional boundaries. Students will learn about the expectations of employers and employees and how to maintain a professional image in the workplace.
Customer Service and Sales: In this section, students will learn about the importance of customer service and sales. Topics covered include exceptional customer service, the role of customer service, and understanding customer types using the 4 colors insights discovery profile. Students will participate in an activity to identify their color and learn how to tailor their communication to different customer types. They will also learn customer service language and participate in an activity to demonstrate their understanding.
By the end of this course, students will have developed their professional skills and gained the knowledge necessary to succeed in the workplace. They will have a better understanding of effective communication, problem-solving, conflict resolution, employee code of conduct, customer service, and sales.
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