Delivering Excellent Customer Service | CSU Pro Dev


Delivering Excellent Customer Service

Course Description

Are looking for a way to improve your customer service skills? Learn how to deliver quality customer service and maintain long term client relationships with effective communication. This course will teach you best practices that will help your organization stand out amongst competitors.

Real-World Application

During this full day program, participants will role-play good vs. bad customer service while learning strategies to improve customer relationships.



Course Objectives

Upon successful completion of the course, participants will be able to:

  • Understand why good customer service matters
  • Identify Good vs Bad Customer Service
  • Learn to show empathy
  • Understand how to work with challenging customers

Course Content

  • Define customer service
  • Student challenge – How Would You Define Customer Service?
  • Good vs. Bad Customer Service
  • Who Are Our Customers? Key Facts Regarding Customers. Why We Lose Customers.
  • Student challenge – Excuses, Excuses, Excuses!


July 27, 2017
8:30 a.m.-12:00 p.m.


CSU's Monte Ahuja College of Business, 1860 E. 18th St., Cleveland, OH 44115 (map)

BELTSS Credit: 3.5 credits
SHRM-CP/SCP Credit: 3.5 credits

Fee:  $189

To receive the EARLY BIRD RATE, you must register at least 6 weeks prior to the start date of the course. Corporate, CSU Student, Alumni and Organization membership discounts available!

Course Benefits

Competency-Based Professional Development: Our programs increase learner retention through application, which results in a more productive workforce.  Students demonstrate their competence by successfully completing a course assessment.

All Inclusive: Each course delivered at CSU includes materials, pre-test and post-test, coffee, snacks, lunch and convenient, on-site parking.

Educated and Experienced Instructors: Our instructors bring years of real-world, classroom and CPA, CFA, SHRM, PhD and MBA experience. Many hold leadership positions in northeast Ohio organizations and have taught at the graduate and undergraduate levels.

Cost-Effective: The course is designed to minimize travel expenses and time away from work.

Convenient: Flexible schedules are not only an attractive option, but a necessary for busy professionals.

Networking Opportunities: Learn from instructors and colleagues who have a variety of industry experiences to share.

Audit option: Students have the option to audit a course they have already attended at no charge within one academic year. Interested students must notify the ProDev office requesting to audit a course a minimum of 10 business days prior to the course start date to ensure there is enough seating. Audit students are responsible for their own parking and lunches. New materials will not be provided.

Corporate, Custom Availability: Can be custom-tailored to the needs of your organization to provide skills your workforce can apply immediately as a corporate training if requested.

Refund Policy

No refunds will be issued if notification is not received seven business days prior to the first day of class. Registrants who cancel will receive a refund, less a $50 processing fee, if we receive written notification a minimum of seven business days prior to the first day of class.