SCORM file format
Critical Elements of Customer Service
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While many companies promise to deliver an incredible customer experience, some are better at supplying this than others. This two-day 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
Easily customizable training materials mean trainers can deliver a personalized course without having to develop the program themselves! Our soft skills courseware packages include a detailed instructor guide, student workbook, pre-assignment, assessments, and more. The courseware’s print on demand feature makes it convenient for trainers to print off what they need, when they need it – and your purchase allows you to print and deliver as many times as you want, hassle-free.
How to Use This Guide
Session One: Course Overview
Session Two: What is Customer Service?
Definitions
The First Critical Element – A Customer Service Focus
Session Three: Who Are Your Customers?
Session Four: Meeting Expectations
Session Five: Pre-Assignment Review
Session Six: Setting Goals
Creating a Personal Vision Statement
Identifying Dreams and Setting Goals
My Dreams and Goals
Session Seven: The Second Critical Element – Defined in Your Organization
Session Eight: The Third Critical Element – Given Life by the Employees
What Do You Think?
Suggested Answers
Session Nine: Communication Skills
Empathy
Defining Communication
Asking Questions
Session Ten: Telephone Techniques
Telephone Basics
Handling Everyday Requests
Tips and Tricks
Session Eleven: Dealing With Difficult Customers
Session Twelve: Dealing With Challenges Assertively
An Assertiveness Model
Making Connections
Session Thirteen: Dealing With Difficult People
Getting to the Heart of the Matter
The Three F’s
Types of Difficult People
Session Fourteen: The Fourth Critical Element – Be a Problem Solver
Reducing Conflict
Problem Solving in Six Steps
Making Connections
Session Fifteen: Seven Steps to Customer Problem Solving
The Process
Making Connections
The Recovery Process
Session Sixteen: The Fifth Critical Element – Measure It
Tools to Use
Measurement in Practice
Session Seventeen: The Sixth Critical Element – Reinforce It
Reinforcement Techniques
Power Talk
Session Eighteen: Dealing With Stress
Recommended Reading List
Post-Course Assessment
Pre- and Post-Assessment Answer Keys
Personal Action Plan
Unlimited Users
Train as many participants as you like - forever!
High-quality, interactive eLearning course
This course is well written, lots of interactivity and looks great.
SCORM 1.2 format.
Works with any SCORM compliant LMS. Other SCORM formats available.
One-off pricing
No renewal or licensing fees - never pay again to use this course.
