Critical Elements of Customer Service (vs)
- Training Time: 2 Days, 9:00 am to 5:00 pm
- Inclusion: Participants Manual and Certificate of Completion
While many companies promise to deliver an incredible customer experience, some are better at delivering than others. This two-day 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 Points
- Demonstrate a customer service approach
- Understand how your own behavior affects the behavior of others
- Demonstrate confidence and skill as a problem solver
- Apply techniques to deal with difficult customers
- Make a choice to provide customer service
Course Outline
Critical Elements of Customer Service – Module 1
Getting Started
- Course Overview
Critical Elements of Customer Service – Module 2
What is Customer Service?
- Definitions
- The First Critical Element – A Customer Service Focus
- Debrief
Critical Elements of Customer Service – Module 3
Who are Your Customers?
- Who are Your Customers?
Critical Elements of Customer Service – Module 4
Meeting Expectations
- Customer Expectations
Critical Elements of Customer Service – Module 5
Pre-Assignment Review
- Pre-Assignment Review
Critical Elements of Customer Service – Module 6
Setting Goals
- Creating a Personal Vision Statement
- My Vision
- Identifying Dreams and Setting Goals
- My Dreams and Goals
- Debrief
Critical Elements of Customer Service – Module 7
The Second Critical Element – Defined in Your Organization
- What are Our Standards?
- Debrief
Critical Elements of Customer Service – Module 8
The Third Critical Element – Given Life by the Employees
- What Do You Think?
- Debrief
Critical Elements of Customer Service – Module 9
Communication Skills
- Empathy
- Defining Communication
- Asking Questions
Critical Elements of Customer Service – Module 10
Telephone Techniques
- Telephone Basics
- Handling Everyday Requests
- Tips and Tricks
Critical Elements of Customer Service – Module 11
Dealing with Difficult Customers
- Small Group Work
- Debrief
Critical Elements of Customer Service – Module 12
Dealing with Challenges Assertively
- An Assertiveness Model
- Small Group Work
- Debrief
Critical Elements of Customer Service – Module 13
Dealing with Difficult People
- Getting to the heart of the Matter
- The Three F’s
- Group Exercise
- Debrief
Critical Elements of Customer Service – Module 14
The Fourth Critical Element – Be A Problem Solver
- Reducing Conflict
- Problem Solving in Six Steps
- Role Play
- Presentation and Debrief
Critical Elements of Customer Service – Module 15
Seven Steps to Customer Problem Solving
- The Process
- Role Play
- Presentation and Debrief
- Break
- The Recovery Process
Critical Elements of Customer Service – Module 16
The Fifth Critical Element – Measure It
- Tools to Use
- Measurements in Practice
- Debrief
Critical Elements of Customer Service – Module 17
The Sixth Critical Element – Reinforce It
- Reinforcement Techniques
- Power Talk
Critical Elements of Customer Service – Module 18
Dealing with Stress
- How to Deal with Stress
- Session Wrap-Up
You Can Expect...
- To understand customer service in clear perspective
- To make goal setting a part of customer service
- To know the critical elements of customer service that will set your organization apart
You Need This If...
- You want to define your company’s customer service
- You want people in your company to demonstrate confidence and skill as a problem solver
This Is About...
- Understanding behavior, both yours and that of the customer
- Making a choice to provide excellent customer service
- Growing your customer base through service
In-House Rate
Participants: 10 – 30
Duration: 2 days
Course Fee:
Level 6*
, per person
Includes: Manual, Certificate of Completion
* hover over the level link to see the actual price summary