Critical Elements of Customer Service

Whether you are an independent consultant working with multiple clients or working for a B2B or B2C products and/or services company or an executive or manager dealing with irate customers – your common denominator here is the customer.

Customers have evolved and are much more knowledgeable and sophisticated than ever. Not only do they expect more from businesses 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.

This course has been designed to familiarise learners with the six critical elements of customer service, and help them to improve their customer service skills including telephone skills, dealing with difficult customers, the importance of empathy, and how to deliver stellar customer service every time.

What you will learn:

By the end of this course, you will be able to:

• 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

Course outline:

• 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