Certificate in Strategic Leadership

Certificate in Strategic Leadership

Certificate in Strategic Leadership Courses

CalSouthern’s Certificate in Strategic Leadership is an 21-credit program, comprised of the following six required courses:

SLDR 86006 Customer Service Leadership

Credits : 3

This course addresses how to develop real-world customer service leadership knowledge and skills through the investigation and evaluation of various issues associated with the 21st century customer service industry. The learner focuses on the different macro-aspects of customer service leadership that includes: the customer service profession, leadership skills for success, and building and maintaining customer relationships. In addition, the customer service concepts of valuable ideas, leadership guidance strategies for excellence, and customer perspectives and perceptions are evaluated based on information obtained from real-world customer service providers. The course objectives assist learners in grasping real-world leadership situations in order to challenge their thinking on the problems, issues, and situations associated with today’s customer service profession.

Course Concepts
  • Customer services
  • Leadership skills
  • Nonverbal communications
  • Verbal communications
  • Customer behavior
  • Breakdowns
  • Recovery
  • Listening skills
  • Diversified world
  • Customer services technology
  • Leadership focus
  • Customer loyalty
  • Technical assistance research program (TARP)
  • Total quality management (TQM)
  • Continuous quality improvement (CQI)

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