Outstanding service organizations are exemplified by a well-conceived strategy for service, customer-oriented frontline people and customer-friendly systems.

Exceptional customer experiences are key to building an outstanding service organization. This certificate series will help you design a system focused on creating an inclusive, welcoming environment that is service-oriented for both internal and external customers in which the approach highlights the customer is always valued. After completing the Customer Service Certificate Series, you will be able to:

1. Name key elements of customer service: building relationships, communicating effectively, and creating a service mindset

2. Recognize how to navigate customer needs successfully

3. Apply strategies to build your personal effectiveness and improve customer satisfaction

Customer Service Certificate Completion: Course Requirements

Register in UC Learning Center

Participants who complete all courses in the series will receive a certificate of completion through UC Learning Center. More details on the courses included in the series are below.
Register Here 

• Customer Service Skills for Success
• This course is designed to help you develop the skills necessary to increase customer satisfaction through personalized phrases and actions. You will learn how to use effective word choice and actions and how to follow a four-step process for customer interactions. Additionally, you will gain an understanding of how service behaviors differ from service strategies and service systems. By the end of this course, you will be equipped with the tools and knowledge needed to provide exceptional customer service and improve customer satisfaction in your workplace.
• Empowering Excellent Customer Relations
• This course is designed to provide an overview of key communication styles and how varying communications styles apply to customer service interactions - specifically, emotionally charged situations. This course will also help you foster a collaborative relationship with customers, by empowering customers to share their knowledge of the situation, understand what customers’ needs are and work with instilling confidence and comfort with customers. You will gain the skills necessary to recognize your customers’ verbal and non-verbal cues, allowing you to diffuse an emotionally charged situation and provide excellent customer service. You will also learn to identify emotional intelligence through exploring different scenarios. These skills will equip you with the tools and knowledge needed to provide excellent customer service, specifically in emotionally charged customer interactions.
• Customer Empathy and Rapport Building (eCourse)
• The ability to understand and connect with customers emotionally is what separates exceptional service from merely adequate support. Customer emotions drive loyalty, shape brand perception, and influence long-term business success. While technical knowledge and problem-solving skills are important, it's your capacity for emotional intelligence and genuine human connection that transforms routine interactions into meaningful relationships. In this course, you'll learn how to recognize and respond to customer emotions, deliver compassionate yet efficient support, build authentic rapport, and detect early signs of dissatisfaction before they escalate into larger issues.
• Customer Service: Fostering a Service Mindset (eCourse)
• Success is both an outcome and a mindset. Professionals who wish to provide a truly exceptional level of customer service approach each interaction with the right mindset and attitude. Without understanding how mindset impacts service ability, you compromise your potential and that of the organization, which ultimately results in a poor customer service experience. Focusing on your service mindset and attitude will ensure your professional values will manifest in each service interaction. In this course, you'll learn how moving to a different mindset can help you deliver outstanding customer service, and what key practices can help establish a good personal mindset for any service situation. You'll also learn to recognize how professional values manifest during customer service interactions, how to develop an attitude of a customer service professional, and what strategies demonstrate a customer-centric service mindset. This course was developed with subject matter provided by NueBridge (www.nuebridge.com) which has extensive expertise in customer experience and management across multiple industries around the world.

Additional Resources
Customer Service Benchmark

Certificate Sponsor

Learning and Organizational Development

Contact: hr-learning@ucdavis.edu