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Customer Service Training – Critical Elements of Customer Service

This course is currently available as E-Learning, or a private instructor-led class scheduled to suit your availabilty. You can click here to inquire further or you ask us for recommendations on similar classes.

Recommended Prerequisites

No prerequisites are required for this course.

Course Overview

While many companies promise to deliver an incredible customer experience, some are better at delivering than others. This course is designed around six critical elements of customer service that, when the company lives them, bring customers back to experience service that outdoes the competition.

Learning Objectives

Course Outline

  1. Course Overview
  2. What is Customer Service?
  3. Definitions
  4. The First Critical Element – A Customer Service Focus
  5. Who Are Your Customers?
  6. Meeting Expectations
  7. Pre-Assignment Review
  8. Setting Goals
  9. Creating a Personal Vision Statement
  10. Identifying Dreams and Setting Goals
  11. My Dreams and Goals
  12. The Second Critical Element – Defined in Your Organization
  13. The Third Critical Element – Given Life by the Employees
  14. What Do You Think?
  15. Suggested Answers
  16. Communication Skills
  17. Empathy
  18. Defining Communication
  19. Asking Questions
  20. Telephone Techniques
  21. Telephone Basics
  22. Handling Everyday Requests
  23. Tips and Tricks
  24. Dealing With Difficult Customers
  25. Dealing With Challenges Assertively
  26. An Assertiveness Model
  27. Making Connections
  28. Dealing With Difficult People
  29. Getting to the Heart of the Matter
  30. The Three F’s
  31. Types of Difficult People
  32. The Fourth Critical Element – Be a Problem Solver
  33. Reducing Conflict
  34. Problem Solving in Six Steps
  35. Making Connections
  36. Seven Steps to Customer Problem Solving
  37. The Process
  38. Making Connections
  39. The Recovery Process
  40. The Fifth Critical Element – Measure It
  41. Tools to Use
  42. Measurement in Practice
  43. The Sixth Critical Element – Reinforce It
  44. Reinforcement Techniques
  45. Power Talk
  46. Dealing With Stress
  47. Personal Action Plan
  48. Recommended Reading List
  49. Post-Course Assessment

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