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Critical Elements of Customer Service

$199.00

773247 ,

SHORT DESCRIPTION:

This course is all about the critical elements of customer service: a customer service focus that is defined within, and given life by, your organization. In order to be successful, this focus must be reinforced every day, measured, and improved upon.

  • Duration approximately 4 hours.
  • Access period 30 days.
  • Self-Study Guide provided.
  • Quick Reference Guide provided.
  • Certificate of Completion provided.
  • Content last updated January 2020.
  • A full description of this course is located below.

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Today, customers expect more from companies than ever before. This course is designed around six critical elements of customer service that create a unique experience for the people purchasing your products.

While many companies promise to deliver an incredible customer experience, some are better at delivering than others. This 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.

Customers have evolved and are much more knowledgeable and sophisticated than ever. Not only do they expect more from business and products, but they can also readily research the competition. Customer service representatives must be able to think quickly, adapt to different types of customers, and provide excellent service if the company is going to stand out.

Our Customer Service Training: Critical Elements of Customer Service course, students learn the six critical elements of customer service, and how to improve their customer service skills. Material covered includes telephone skills, dealing with difficult customers, the importance of empathy, and how to deliver stellar customer service every time.


What Will Students Learn?

  • Demonstrate a customer service approach
  • Understand how your own behaviour affects the behaviour 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 organisation
  • 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

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