Critical Elements of Customer Service
While many companies promise to deliver an incredible customer experience, some are better at supplying this than others. This course is designed around six critical elements of customer service that, when a company truly embraces them, bring customers back to experience service that outdoes the competition.
Specific learning objectives include: understanding what a customer service approach is; understanding how your own behavior affects the behavior of others; demonstrating confidence and skill as a problem solver; applying techniques to deal with difficult customers; and knowing how to provide excellent customer service
Session One: Course Overview
Session Two: What is Customer Service?
Session Three: Who Are Your Customers?
Session Four: Meeting Expectations
Session Five: Pre-Assignment Review
Session Six: Setting Goals
Session Seven: The Second Critical Element – Defined in Your Organization
Session Eight: The Third Critical Element – Given Life by the Employees
Session Nine: Communication Skills
Session Ten: Telephone Techniques
Session Eleven: Dealing With Difficult Customers
Session Twelve: Dealing With Challenges Assertively
Session Thirteen: Dealing With Difficult People
Session Fourteen: The Fourth Critical Element – Be a Problem Solver
Session Fifteen: Seven Steps to Customer Problem Solving
Session Sixteen: The Fifth Critical Element – Measure It
Session Seventeen: The Sixth Critical Element – Reinforce It
Session Eighteen: Dealing With Stress
Recommended Reading List
Personal Action Plan