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Human Resource Development

Critical Elements of Customer Service Training (CRC10EO)

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Instructor

Savvy

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Course Overview

What Will Students Learn?

  • To understand what a customer service approach is
  • To understand how your own behavior affects the behavior of others
  • To demonstrate confidence and skill as a problem solver
  • To apply techniques to deal with difficult customers
  • Know how to provide excellent customer service.

What Topics are Covered?

  • What is customer service? Who are your customers?
  • Meeting expectations
  • Setting goals
  • The second critical element: Procedures
  • The third critical element: Culture
  • The fourth critical element: Problem solving
  • The fifth critical element: Measurement
  • The sixth critical element: Reinforcement

Course Content

  • Academy Topics

    • Course Overview

    • Learning Objectives

    • Pre-Assignment

    • Pre-Course Assessment

    • What is Customer Service?

    • What is Customer Service?

    • Who Are Your Customers?

    • Meeting Expectations

    • Pre-Assignment Review

    • Pre-Assignment Review

    • Making Connections

    • Setting Goals

    • Creating a Personal Values Statement

    • Identifying and Setting Goals

    • What is a SMART Goal?

    • How to Create a SMART Goal Statement

    • Making Connections

    • The Critical Elements of Customer Service

    • Six Elements of Customer Service

    • The First Critical Element – A Focus on Customer Service

    • The Second Critical Element – Procedures

    • What are Our Standards?

    • Drafting Standards

    • Making Connections

    • The Third Critical Element – Culture

    • What Do You Think?

    • Quiz

    • The Fourth Critical Element – Problem-Solving

    • Seven Steps to Customer Problem Solving

    • Making Connections

    • The Fifth Critical Element – Measurement

    • Tools to Use

    • Measurement in Practice

    • The Sixth Critical Element – Reinforcement

    • Reinforcement Techniques

    • Developing and Maintaining Relationships

    • Recognizing the Power of Your Behavior

    • Likeability Works

    • Communication Skills

    • Defining Communication

    • Body Language Basics

    • Voice

    • Asking Questions

    • Empathy

    • Dangerous Misconceptions

    • Power Talk

    • How to Feel Powerful in Your Position

    • Telephone Techniques

    • Telephone Basics

    • Handling Everyday Requests

    • Taking a Message

    • Tips and Tricks

    • Dealing With Difficult Customers

    • Reducing Conflict

    • Caller Behavior

    • Dealing With Challenges Assertively

    • An Assertiveness Model

    • Dealing With Challenges

    • Dealing With Difficult People

    • Getting to the Heart of the Matter

    • What is Missing?

    • The Three F’S

    • Serving Difficult People

    • The Recovery Process

    • Reflective Practice

    • Conducting a Reflection

    • Reflections

    • Extra Information

    • Dealing With Stress

    • About Stress

    • Personal Action Plan

    • Course Summary

    • Recommended Reading List

    • Post-Course Assessment

Paid
  • Lessons 72
  • Skill Beginner
  • Last Update 27/02/2025