Customer Service Fundamentals

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Learning Path: Job Skills Pro

Duration: 2 Day(s).

Course Overview

As most companies commit to fantastic customer service, some deliver better than others. This two-day seminar is based on the six critical elements of customer service. When a company incorporates these elements, customers receive better experiences. When a company can consistently delight their customers, the company can ultimately be more competitive.

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Learning Objectives

  • Incorporate the critical factors of customer service
  • Establish a customer focused approach
  • Recognize how your conduct affects the behavior of others
  • Solve problems with confidence and skill
  • Work with problematic customers using specific techniques
  • Make the commitment to outstanding customer service

Target Audience 
For people working in serving customers in all forms, either through call centers or face to face.
Format
Instructor-led


Course Calendar

Nothing Yet !

Course Outline

Title
Unit One: What Is Customer Service?
Six Vital Elements of Customer Service
Element One: A Customer Service Focus
Everyone Is a Customer
Understanding Customer Expectations
Unit Two: Pre-Assignment Review
Unit Three: Setting Personal Goals
What’s in a Personal Vision Statement?
Having a Dream and Setting Goals
Unit Four: Element Two – How Your Organization Sets Customer Expectations
Unit Five: Element Three – How Well Employees Deliver Customer Service
Unit Six: The Art of Communication
What Is Communication?
Asking Questions with Purpose
Unit Seven: Skillful Telephone Techniques
Telephone Conversation Basics
Handling Routine Customer Requests
The Dos and Don’ts of Telephone Conversations
Unit Eight: Handling Difficult Customer Situations
Learning to be Assertive
Getting to the Heart of the Matter
The Three F’s
Difficult People Come in All Types
Unit Nine: Element Four – How Quickly and Accurately You Solve Problems
Reduce the Tension
Six Steps to Resolve Problems
The Customer Recovery Process
Unit Ten: Element Five – Measure What Matters
Tools to Use
Unit Eleven: Element Six– Reinforce Customer Service Excellence
Reinforcement Techniques
Understanding the Power You Have with Customers
Unit Twelve: Get the Stress Out

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