Critical Elements of Customer Service

$23.97

Critical Elements of Customer Service

Description

Today, customers expect more from companies than ever before. This course is designed around six critical elements of customer service that create a unique experience for the people purchasing your products.

Objectives

This course is all about the critical elements of customer service: a customer service focus that is defined within, and given life by, your organization. In order to be successful, this focus must be reinforced every day, measured, and improved upon.

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Welcome

Session One: Course Overview

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

Pre-Assignment Review, Questions 1 - 10

Pre-Assignment Review, Questions 11 - 20

Making Connections

Session Four: Setting Goals

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, Part One

How to Create a SMART Goal Statement, Part Two

How to Create a SMART Goal Statement, Part Three

How to Create a SMART Goal Statement, Part Four

Making Connections

Session Five: The Critical Elements of Customer Service

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

The Second Critical Element – Procedures

What are Our Standards?

Drafting Standards

Making Connections

Session Seven: The Third Critical Element – Culture

The Third Critical Element – Culture

What Do You Think?

Creating a Customer Service Culture

Quiz

Session Eight: The Fourth Critical Element – Problem-Solving

The Fourth Critical Element – Problem-Solving

Seven Steps to Customer Problem Solving

Making Connections, Part One

Making Connections, Part Two

Session Nine: The Fifth Critical Element – Measurement

The Fifth Critical Element – Measurement

Tools to Use

Measurement in Practice

Session Ten: The Sixth Critical Element – Reinforcement

The Sixth Critical Element – Reinforcement

Reinforcement Techniques

Developing and Maintaining Relationships

Recognizing the Power of Your Behavior

Likeability Works

Session Eleven: Communication Skills

Communication Skills

Defining Communication, Part One

Defining Communication, Part Two

Body Language Basics

Voice

Asking Questions, Part One

Asking Questions, Part Two

Empathy

Dangerous Misconceptions

Power Talk

How to Feel Powerful in Your Position

Basics of Good Communication

Session Twelve: Telephone Techniques

Telephone Techniques

Telephone Basics

Handling Everyday Requests

Taking a Message

Tips and Tricks

Session Thirteen: Dealing With Difficult Customers

Dealing With Difficult Customers

Reducing Conflict

When Discussions Degenerate into Conflict, Part One

When Discussions Degenerate into Conflict, Part Two

Caller Behavior

Session Fourteen: Dealing With Challenges Assertively

Dealing With Challenges Assertively

An Assertiveness Model, Part One

An Assertiveness Model, Part Two

An Assertiveness Model Example

Dealing With Challenges

Session Fifteen: Dealing With Difficult People

Dealing With Difficult People

Getting to the Heart of the Matter

What is Missing? Part One

What is Missing? Part Two

The Three F’s

Serving Difficult People

The Recovery Process

Session Sixteen: Reflective Practice

Reflective Practice

Conducting a Reflection, Part One

Conducting a Reflection, Part Two

Conducting a Reflection, Part Three

Reflections, Part One

Reflections, Part Two

Reflections, Part Three

Reflective Diary

Reflective Questions

Session Seventeen: Dealing With Stress

Dealing With Stress

About Stress

Personal Action Plan

Starting Point

Where I Want to Go

How I Will Get There