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Critical Elements of Customer Service

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Critical Elements of Customer Service SCORM eLearning Course

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.

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