Critical Elements of Customer Service

Mainstream Corporate Training
Training overview
Corporate / Group Training
2 days
Start dates
Online
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Canada
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Course description

Critical Elements of Customer Service

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.

Learning Objectives

Specific learning objectives include:

  • 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
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COVID-19 Update

In light of COVID-19, this provider is now delivering some or all of their courses online. Contact them for more information!

Training content

What is Customer Service?

This session will define customer service and introduce the six elements of customer service which will form the basis of this workshop. Participants will also learn about the first element: a customer service focus.

Who Are Your Customers?

In most organizations and agencies, customers take two forms: internal and external. This session will look at both types of customers, as well as all customers’ basic needs.

Meeting Expectations

This session will focus on the critical areas that customers have expectations for.

Pre-Assignment Review

Next, participants will review the answers to the pre-assignment, which asked questions about common customer service assumptions.

Setting Goals and Targets

During this session, we will look at setting long- and short-term goals and creating a personal vision.

The Second Critical Element – Defined in Your Organization

In this session, you will think about what your organization expects of you, and how to ensure that those standards line up with what customers expect.

The Third Critical Element – Given Life by the Employees

Next, participants will explore why customer service must be a philosophy that is practiced by all employees.

Communication Skills

This session will give participants an introduction to key communication skills, including empathy, body language, asking questions, and listening.

Telephone Techniques

This brief lecture will look at an ideal telephone call, from the greeting to the conclusion. We will also look at common situations, such as placing a caller on hold and taking a message.

Dealing with Difficult Callers

During this session, participants will work in small groups to complete a mix-and-match exercise on common types of difficult callers and appropriate responses.

Dealing with Challenges Assertively

There are many types of unexpected challenges that we encounter every day. Participants will work in small groups to develop responses to some of these issues.

Dealing with Difficult People

This session will give participants an opportunity to understand difficult behavior, identify some coping strategies, and discuss the difficult person they find most trying.

Dealing with Conflict

We will examine five ways to deal with conflict.

The Fourth Critical Element – Be a Problem Solver

We will look at a six-step plan for solving problems. Then, participants will role play the plan.

Seven Steps to Customer Problem Solving

Next, we will look at a plan designed specifically for solving customer service problems. Then, participants will practice using the plan in a role play. We will also look at a six-step process that you can use to turn unhappy customers around.

The Fifth Critical Element – Measure It

The only way to know what’s really going right and wrong is to measure regularly. This session will give participants some ideas for measuring customer service.

The Sixth Critical Element – Reinforce it

Next, participants will learn some ways to keep a customer service focus strong. We’ll also share some powerful phrases that can help you build a positive image.

Dealing with Stress

This session will offer some quick, easy ways to de-stress in any place, at any time.

Course delivery details

This course can be offered in the following formats:

  • On-site
  • Online
  • Webinar

Why choose Mainstream Corporate Training?

Serving Over 40 Business Verticals, across North America

98.8% Client Satisfaction, 99% citing they would refer our programs to others

ROI realized by clients as early as the first 3 months post training

About Mainstream Corporate Training

Mainstream Training

Mainstream Corporate Training-- Engaging Professional Development

We are committed to providing quality training that is essential to successful personal and professional growth; our programs help learners maintain a competitive advantage through insightful and effective training topics. Information continues to change and develop our lives -personally and professionally,...


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Contact info

Mainstream Corporate Training

1157 Ouellette Avenue
N9A4K1 Windsor

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mainstreamcorporatetraining.com

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