Customer Service Training: Critical Elements of Customer Service

Customer Service Training: Critical Elements of Customer Service

Regular price $50.00 Sale

Get instant access to our Customer Service Training: Critical Elements of Customer Service Course!

Trainers help companies who promise to deliver an incredible customer experience, to do so, but some are better at delivering than others. This online 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.

Specific learning objectives include:

  • 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 great customer service
Just $50 for instant access to your course
  • Enrol now and start today!
  • Easy to follow, interactive learning
  • 365 days access to your course
  • Printable certificate of completion to hang on your wall and take to your next job interview
  • Learn on your PC, Smart Phone, Tablet and iPad

Course Outline

Session One: Course Overview

Session Two: What is Customer Service?

  • Definitions
  • The First Critical Element – A Customer Service Focus

Session Three: Who Are Your Customers?

Session Four: Meeting Expectations

Session Five: Pre-Assignment Review

Session Six: Setting Goals

  • Creating a Personal Vision Statement
  • Identifying Dreams and Setting Goals
  • My Dreams and Goals

Session Seven: The Second Critical Element – Defined in Your Organisation

Session Eight: The Third Critical Element – Given Life by the Employees

  • What Do You Think?
  • Suggested Answers

Session Nine: Communication Skills

  • Empathy
  • Defining Communication
  • Asking Questions

Session Ten: Telephone Techniques

  • Telephone Basics
  • Handling Everyday Requests
  • Tips and Tricks

Session Eleven: Dealing With Difficult Customers

Session Twelve: Dealing With Challenges Assertively

  • An Assertiveness Model
  • Making Connections

Session Thirteen: Dealing With Difficult People

  • Getting to the Heart of the Matter
  • The Three F’s
  • Types of Difficult People

Session Fourteen: The Fourth Critical Element – Be a Problem Solver

  • Reducing Conflict
  • Problem Solving in Six Steps
  • Making Connections

Session Fifteen: Seven Steps to Customer Problem Solving

  • The Process
  • Making Connections
  • The Recovery Process

Session Sixteen: The Fifth Critical Element – Measure It

  • Tools to Use
  • Measurement in Practice

Session Seventeen: The Sixth Critical Element – Reinforce It

  • Reinforcement Techniques
  • Power Talk

Session Eighteen: Dealing With Stress

  • Recommended Reading List
  • Post-Course Assessment
  • Pre- and Post-Assessment Answer Keys
  • Personal Action Plan

Learning online

This course is 100% online. Once enrolling you will receive INSTANT online access to the learning materials, activities and quizzes.

Entry requirements

No prior knowledge is needed to complete this course, however basic computing skills is recommended. You will need access to the Internet. Our courses are compatible with most modern browsers.

Frequently Asked Questions

Q. Do I get a certificate for completing the course? A. You will receive a certificate of completion that you can download instantly once you have successfully complete the course..
Q. Can I do the course on my smart phone or tablet? A. The learning material can be accessed from your smart phone or tablet or a PC.
Q. What happens after I click enrol? A. After clicking the enrol button at the top of this page, you will set up your account and password and then you can pay for the course through our secure checkout system or through PayPal. You can then log in and have INSTANT access to the course.
Q. What if I need help while doing the course online? A. Our courses are self paced, user driven courses and are easy to follow and understand. Our support team will be available to assist you should you have trouble accessing your course but are not trained experts on the content of the course and can only provide limited support in course content.
Q. How long do I have to complete the course? A. Each LearnMe online course is available for 365 days from the time of enrolment. Even after you have completed the course you can still go back review the the course as many times as you like within your access period.
Q. What if I have other questions? A. Contact our Support Team.