COURSE OVERVIEW
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.
LEARNING OBJECTIVES
- 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
COURSE OUTLINE
- Course Overview
- What is Customer Service?
- Definitions
- The First Critical Element – A Customer Service Focus
- Who Are Your Customers?
- Meeting Expectations
- Pre-Assignment Review
- Setting Goals
- Creating a Personal Vision Statement
- Identifying Dreams and Setting Goals
- My Dreams and Goals
- The Second Critical Element –
- Defined in Your Organization The Third Critical Element – Given Life by the Employees
- What Do You Think?
- Suggested Answers
- Communication Skills
- Empathy
- Defining Communication
- Asking Questions
- Telephone Techniques
- Telephone Basics
- Handling Everyday Requests
- Tips and Tricks
- Dealing With Difficult Customers
- Dealing With Challenges Assertively
- An Assertiveness Model
- Making Connections
- Dealing With Difficult People
- Getting to the Heart of the Matter
- The Three F’s
- Types of Difficult People
- The Fourth Critical Element – Be a Problem Solver
- Reducing Conflict
- Problem Solving in Six Steps
- Making Connections
- Seven Steps to Customer Problem Solving
- The Process
- Making Connections
- The Recovery Process
- The Fifth Critical Element – Measure It
- Tools to Use
- Measurement in Practice
- The Sixth Critical Element –Reinforce It
- Reinforcement Techniques
- Power Talk
- Dealing With Stress
- Personal Action Plan
- Recommended Reading List
- Post-Course Assessment