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Critical Elements of Customer Service

This workshop is designed around six critical elements of customer service that keeps your customers coming back for more.


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 :) 

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