Critical Elements of Customer Service Excellence

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 ...

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Course curriculum

1. Course Overview, Learning Outcomes & Topics Covered
  FREE PREVIEW
2. Pre-Course Knowledge Check
  FREE PREVIEW
1. Definitions
  FREE PREVIEW
2. The First Critical Element: A Customer Service Focus
3. Knowledge Check #1
1. Who Are Your Customers?
2. Knowledge Check #2
1. Meeting Expectations
2. Knowledge Check #3
1. Truths and Myths of Customer Service Excellence
2. Truths & Myths Revealed
3. Knowledge Check #4
1. Creating a Personal Vision Statement
2. Identifying Dreams and Setting Goals
3. My Dreams & Goals
4. Knowledge Check #5
1. What are Our Standards?
2. Knowledge Check #6
1. What Do You Think?
2. Knowledge Check #7
1. Empathy
2. Defining Communication
3. Asking Questions
4. Knowledge Check #8
1. Telephone Basics
2. Handling Everyday Requests
3. Tips and Tricks
4. Knowledge Check #9
1. Difficult Caller / Customer Behavior
1. An Assertiveness Model
2. Challenges for Assertivness
3. Knowledge Check #10
1. Getting to the Heart of the Matter
2. The Three F’s
3. Categories of Difficult People
4. Knowledge Check #11
1. Reducing Conflict
2. Problem Solving in Six Steps
3. And.... Action!
4. Knowledge Check #12
1. Bolstering The Process
2. The Recovery Process
3. Knowledge Check #13
1. Tools to Use
2. Measurement in Practice
3. Knowledge Check #14
1. Reinforcement Techniques
2. Power Talk
3. Knowledge Check #15
1. Understanding Stress and Dealing With It
2. Knowledge Check #16
1. Your Action Plan
2. Post-Course Knowledge Check

About this course

$125.00
53 lessons
0 hours of video content

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Critical Elements of Customer Service Excellence

Course curriculum

Course Overview

What is Customer Service?

Who Are Your Customers?

Meeting Expectations

Pre-Assignment Review

Setting Goals

The Second Critical Element: Defined in Your Organization

The Third Critical Element: Given Life by Your Employees

Communication Skills

Telephone Techniques

Dealing with Difficult Customers

Dealing with Challenges Assertively

Dealing with Difficult People

The Fourth Critical Element: Be a Problem Solver

Seven Steps to Customer Problem Solving

The Fifth Critical Element: Measure It

The Sixth Critical Element: Reinforce It

Dealing with Stress

Personal Action Plan

About this course

Discover your potential, starting today