Critical Elements of Customer Service

While many companies promise to deliver an outstanding customer experience, some are better at supplying this than others. This course is designed around six critical elements of customer service that, when a company truly embraces them, bring customers back to experience service that outshines others. Participants will gain an understanding of what a customer service approach is; understanding how their 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.

Learner Outcomes

After completing this program, participants will be able to:

• Identify and enhance the basics of customer service excellence.
• Set goals that meet personal, professional, and organizational expectations.
• Strengthen customer communication.
• Develop critical thinking and problem-solving skills for customer interactions.
  
  

Course Content

Lesson 1. Defining Customer Service Focus

Lesson 2. Who Are Your Customers?

Lesson 3. Meeting Expectations

Lesson 4. Setting Goals

Lesson 5. Organizational Goals

Lesson 6. Employee Implementation

Lesson 7. Communication Skills—Empathy and Asking Questions

Lesson 8. Telephone Basics

Lesson 9. Dealing with Difficult Customers

Lesson 10. Dealing with Challenges

Lesson 11. Solving Problems

Lesson 12. Measuring Performance

Lesson 13. Stress