Michael Redpath, Chief Inspiration Officer of Redpath and Associates LLC, will begin teaching the third edition of the four session "Certificate in Customer Service" program at Ocean County College, Toms River, NJ March 2.

The Certificate in Customer Service is offered to business owners and managers who recognize the tremendous business growth potential that lies in providing exceptional customer service. Consider these statistics: It costs four times as much to gain a new customer as it does to maintain an existing customer. Yet a recent survey indicates that 79 percent of Americans are dissatisfied with the service that they receive. These dissatisfied customers are looking for businesses where they feel welcome. The certificate program offers the opportunity to learn to be the business that is receiving and retaining these customers rather than one that is sending them away.

The four sessions in the certificate program are:  Moments of Truth, Getting the Customers You Deserve, When Service Breaks Down, Taking Care of You. Descriptions of each session are at the end of this article. To register for future programs, call the college's Department of Continuing and Professional Education at (732) 255-0404.

Course Descriptions

Moments of Truth

Every interaction between your business is a “moment of truth” that must be optimized for your customer by everyone in the customer “cycle of service.” This course provides tools for seeing your business through your customers’ eyes, and making sure that what they see and receive is what they need and want.  

Getting the Customers You Deserve

There is an adage in customer service that you get the customers you deserve. If you are not getting the quality and quantity of customers that you want, than you need to change what you are doing so that the customers you deserve are the customers you want. Learn to identify and deliver exceptional service that delights your customers.

When Service Breaks Down

Nothing is perfect. There is always opportunity for something to go wrong. Many times a breakdown in service provides an opportunity for you to develop an even better relationship with your customers. This course covers: making sure that you hear customer complaints so you can rescue the relationship, how to repair your relationship with the customer, the customer isn’t always right (help) them to be wrong with dignity, and dealing with difficult customers. 

Taking Care of You

You and each member of your business team is an integral part of the customer delight equation. So it is important that you each take care of yourselves in order to take care of the customer. This course will cover: managing stress, optimizing professional relationships with your customers and co-workers, continually improving your abilities through learning and practice, and celebrating your triumphs.