Here’s a little known fact. Most universities, colleges and management programs don’t teach enough about customer service management. Is it any wonder customers are so dissatisfied? This article cover 18 topics that could be included in a course on customer service at a college level.

Social Media is changing the customer service discipline in many ways. We are now seeing the emergence of Certification courses to ensure customer service personnel have the right skills to engage in Social Media activities on behalf of their organization. There is an implied assumption that the organizations has a strategy and policies to deal with social media. Those policies needs to be communicated as well.

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