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 Outcomes
At the end of this course, you will be able to:
- 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
- 2.1: Definitions
- 2.2: The First Critical Element - A Customer Service Focus
- 6.1: Creating a Personal Vision Statement
- 6.2: Identifying Dreams and Setting Goals
- 6.3: My Dreams and Goals
- 8.1: What Do You Think?
- 8.2: Suggested Answers
- 9.1: Empathy
- 9.2: Defining Communication
- 9.3: Asking Questions
- 10.1: Telephone Basics
- 10.2: Handling Everyday Requests
- 10.3: Tips and Tricks
- 12.1: An Assertiveness Model
- 12.2: Making Connections
- 13.1: Getting to the Heart of the Matter
- 13.2: The Three F’s
- 13.3: Types of Difficult People
- 14.1: Reducing Conflict
- 14.2: Problem Solving in Six Steps
- 14.3: Making Connections
- 15.1: The Process
- 15.2: Making Connections
- 15.3: The Recovery Process
- 16.1: Tools to Use
- 16.2: Measurement in Practice
- 17.1: Reinforcement Techniques
- 17.2: Power Talk
Price: US$195
Course Features
- Modules 19
- Duration 4 Weeks
- Content Type Text & media
- Assessment Yes
- Pass Percentage 70%
- Certificate Yes
