Customer Service Excellence (CSE) Series
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The CSE series is a program of study consisting of six eLearning modules and one instructor-led training. The training series will help State of New Mexico employees improve essential service skills, no matter what type of customers you may interact with. Depending on your role, you may serve customers who are external, internal, constituents, clients, colleagues, and more. All types of customer service will benefit from learning strategies to create a truly excellent experience, including building skills for communication, patience, empathy, consideration of cultural differences, and handling people who are upset or angry.
CSE #1: Introduction to Customer Service (SoNM-1793)
This course will introduce the fundamentals of customer service. You’ll learn how customer service impacts the work being done, how to balance being personable and being professional, and how you can meet and exceed customer expectations.
CSE #2: Four Essential Customer Service Skills (SoNM-1794)
Essential customer service skills can make for an interaction that leaves people feeling like they received excellent service. In this course, learn what these essential skills are and how to develop and demonstrate them.
CSE #3: Communicating Well with Your Customers (SoNM-1795)
In this course, we’ll take a deeper dive into some of the topics in the previous “Four Essential Customer Service Skills” course. We’ll learn how to improve the customer experience by becoming a better listener and communicator.
CSE #4: Advancing Your Customer Service Skills (SoNM-1733)
This course teaches critical skills that will take your customer service game to the next level. Learn to work with different customer personality types, get advice for overcoming empathy fatigue, and get tips for troubleshoot issues.
CSE #5: Cultural Sensitivity in Customer Service (SoNM-1797)
Explore the benefits of cultural sensitivity and get tools to excel in cross-cultural communication and customer service. These skills help create connections amid differences and respect for people different from ourselves.
CSE #6: Working with Upset Customers (SoNM-1798)
Learn why customers get upset and how to defuse those situations with an effective apology and action plan for making things right. Then, you’ll learn to spot when customers go too far, so you can protect yourself from abuse.
CSE #7: Customer Service Excellence Series Capstone Course (SoNM-1799)
This is the final, instructor-facilitated course in the Customer Service Excellence (CSE) Series. This course provides discussion and practice of what you’ve learned. All 6 eLearning courses must be completed before enrolling in this capstone course.
Please note:
These courses are for New Mexico State Government Employees ONLY. Classes are offered free of charge.
If you are an individual with a disability who is in need of an accommodation to participate in the class, please email Personnel.Training@spo.nm.gov.