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

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  • MasterCard
  • American Express
  • Discover Card
  • PayPal


Course outline

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

Post-Course Assessment

Personal Action Plan