Description
Critical Elements of Customer Service
While many companies promise to deliver an incredible customer experience, some are better at supplying this than others. This course is designed around six critical elements of customer service that, when a company truly embraces them, bring customers back to experience service that outdoes the competition.
Introduction
Learning Objectives
– Understand what a customer service approach is
– 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
– Know how to provide excellent customer service
Outline
-
Session One: Course Overview
- Learning Objectives
- Pre-Assignment
- Pre-Course Assessment
-
Session Two: What is Customer Service?
- What is Customer Service?
- Who Are Your Customers?
- Meeting Expectations
-
Session Three: Pre-Assignment Review
- Pre-Assignment Review
- Making Connections
-
Session Four: Setting Goals
- Creating a Personal Values Statement
- Step One: Identify Your Values
- Step Two: Define Your Values
- Step Three: Put It All Together
- Identifying and Setting Goals
- Identifying Your Goals
- Our Values Statement
- What is a SMART Goal?
- How to Create a SMART Goal Statement
- Making Connections
-
Session Five: The Critical Elements of Customer Service
- Six Elements of Customer Service
- The First Critical Element – A Focus on Customer Service
-
Session Six: The Second Critical Element – Procedures
- What are Our Standards?
- Drafting Standards
- Making Connections
-
Session Seven: The Third Critical Element – Culture
- What Do You Think?
- Creating a Customer Service Culture
-
Session Eight: The Fourth Critical Element – Problem-Solving
- Seven Steps to Customer Problem Solving
- Making Connections
-
Session Nine: The Fifth Critical Element – Measurement
- Tools to Use
- Measurement in Practice
-
Session Ten: The Sixth Critical Element – Reinforcement
- Reinforcement Techniques
- Developing and Maintaining Relationships
- Recognizing the Power of Your Behavior
- Likeability Works
-
Session Eleven: Communication Skills
- Defining Communication
- Body Language Basics
- Voice
- Asking Questions
- Empathy
- Dangerous Misconceptions
- Power Talk
- How to Feel Powerful in Your Position
- Basics of Good Communication
-
Session Twelve: Telephone Techniques
- Telephone Basics
- Handling Everyday Requests
- Taking a Message
- Tips and Tricks
-
Session Thirteen: Dealing With Difficult Customers
- Reducing Conflict
- When Discussions Degenerate into Conflict
- Caller Behavior
-
Session Fourteen: Dealing With Challenges Assertively
- An Assertiveness Model
- An Assertiveness Model Example
- Dealing With Challenges
-
Session Fifteen: Dealing With Difficult People
- Getting to the Heart of the Matter
- What is Missing?
- The Three F’s
- Serving Difficult People
- The Recovery Process
-
Session Sixteen: Reflective Practice
- Conducting a Reflection
- Reflections
- Reflective Diary
- Reflective Questions
-
Session Seventeen: Dealing With Stress
- About Stress
-
Personal Action Plan
- Starting Point
- Where I Want to Go
- How I Will Get There
