Customer Service Training: Critical Elements of Customer Service
Course
Online
Description
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Type
Course
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Methodology
Online
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Duration
Flexible
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Start date
January
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.
Facilities
Location
Start date
Start date
About this course
What Will Students Learn?
-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
What Topics are Covered?
-What is customer service? Who are your customers?
-Meeting expectations
-Setting goals
-Communication skills and telephone techniques
-Dealing with difficult customers and people
-Dealing with challenges assertively
-Dealing with stress
-The first critical element: A customer service focus
-The second critical element: Defined in your organization
-The third critical element: Given life by employees
-The fourth critical element: Be a problem solver
-The fifth critical element: Measure it
-The sixth critical element: Reinforce it
Recommended for any employees who have to deal with customers.
No requirements for this course
Reviews
Subjects
- Customer Service
- Customer Care
- Customer Manager
- Customer Retention
- Customer Service Skills
- Customer Relationship Management
- Customer satisfaction
- Customer relationship
- Customer Retention Strategy
- Setting Goals
- Communication Skills
- Telephone answering
- Telephone techniques
- Relationship Building
- Sales Techniques
- Sales Training
Teachers and trainers (1)
Susan Lloyd
Managing Consultant
Susan has over twenty five years senior professional work experience, she spent the first 10 years of her career as a training manager in the Royal Navy, which included training design, delivery and training technologies. Both academically and professionally well qualified, she gained a top MBA from Cranfield University, an MA Marketing. In 2013, she qualified as an NLP Master Practitioner, she n
Course programme
Course Overview
The Six Critical Elements of Customer Service
The morning of the course will be spent exploring the six critical elements of customer service:
o A customer service focus
o Defined in your organization
o Given life by the employees
o Problem solving
o Measure it
o Reinforce it
Understanding Leadership
Next, participants will explore what leadership is all about. Paul Hersey and Ken Blanchard’s Situational Leadership II® model will be discussed, as well as Robert Greenleaf’s concept of servant leadership. Techniques for managing performance and conducting onboarding and orientation will also be discussed.
Five Practices of Leadership
This session explores the five leadership practices developed by James Kouzes and Barry Posner in The Leadership Challenge.
Customer Service Training: Critical Elements of Customer Service