Critical Elements of Customer Service

What will employees learn? 

• Understanding and taking a customer service approach 
• Recognizing how our behavior affects the behavior of others
• Demonstrating confidence and skill as a problem solver
• Applying techniques to deal with difficult customers
• How to provide excellent and consistent customer service  

What topics are covered? 

• Critical Element 1: A focus on customer service 
• Critical Element 2:  Procedures
• Critical Element 3: Culture 
• Critical Element 4:  Problem solving
• Critical Element 5:  Measurement
• Critical Element 6: Reinforcement 
• What is customer service? Who are your customers? 
• Meeting expectations
• Setting goals
• Communication skills and telephone techniques
• Dealing with difficult customers and people
• Handling with challenges assertively
• Managing stress 
• Conducting a reflection

What's included? 

• Instruction by a learner-centric facilitator
•  Small, highly interactive sessions 
•  Specialized manual/binder and course materials, including a REAL Custom Training pen, job aids, and on-the-job exercises 
•  A personalized action plan for post-workshop implementation 
•  Personalized certificate of completion
•  COFFEE :)