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