Critical Elements of Customer Service

While many companies promise to deliver an incredible 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 outdoes the competition.

After you complete this course, you will be able to:

• Understand what a customer service approach is
• 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
• Know how to provide excellent customer service

Course Topics:

Session One: Course Overview

• Learning Objectives 

Session Two: What is Customer Service?

• What is Customer Service?
• Who Are Your Customers?
• Meeting Expectations

Session Four: Setting Goals

• Creating a Personal Values Statement
• Step One: Identify Your Values
• Step Two: Define Your Values
• Step Three: Put It All Together
• Identifying and Setting Goals
• Identifying Your Goals
• Our Values Statement
• What is a SMART Goal?
• How to Create a SMART Goal Statement, Part One
• How to Create a SMART Goal Statement, Part Two
• How to Create a SMART Goal Statement, Part Three
• How to Create a SMART Goal Statement, Part Four
• Making Connections

 Session Five: The Critical Elements of Customer Service

• Six Elements of Customer Service
• The First Critical Element – A Focus on Customer Service

Session Six: The Second Critical Element – Procedures

• What are Our Standards?
• Drafting Standards
• Making Connections

Session Seven: The Third Critical Element – Culture

• What Do You Think?
• Creating a Customer Service Culture
• Quiz

Session Eight: The Fourth Critical Element – Problem-Solving

• Seven Steps to Customer Problem Solving
• Making Connections, Part One
• Making Connections, Part Two

Session Nine: The Fifth Critical Element – Measurement

• Tools to Use
• Measurement in Practice

Session Ten: The Sixth Critical Element – Reinforcement

• Reinforcement Techniques
• Developing and Maintaining Relationships
• Recognizing the Power of Your Behavior
• Likeability Works

Session Eleven: Communication Skills

• Defining Communication, Part One
• Defining Communication, Part Two
• Body Language Basics
• Voice
• Asking Questions, Part One
• Asking Questions, Part Two
• Empathy
• Dangerous Misconceptions
• Power Talk
• How to Feel Powerful in Your Position
• Basics of Good Communication

Session Twelve: Telephone Techniques

• Telephone Basics
• Handling Everyday Requests
• Taking a Message
• Tips and Tricks

Session Thirteen: Dealing With Difficult Customers

• Reducing Conflict
• When Discussions Degenerate into Conflict, Part One
• When Discussions Degenerate into Conflict, Part Two
• Caller Behavior

Session Fourteen: Dealing With Challenges Assertively

• An Assertiveness Model, Part One
• An Assertiveness Model, Part Two
• An Assertiveness Model Example
• Dealing With Challenges

Session Fifteen: Dealing With Difficult People

• Getting to the Heart of the Matter
• What is Missing? Part One
• What is Missing? Part Two
• The Three F’s
• Serving Difficult People
• The Recovery Process

Session Sixteen: Reflective Practice

• Conducting a Reflection, Part One
• Conducting a Reflection, Part Two
• Conducting a Reflection, Part Three
• Reflections, Part One
• Reflections, Part Two
• Reflections, Part Three
• Reflective Diary
• Reflective Questions

Session Seventeen: Dealing With Stress

• About Stress