Critical Elements of Customer Service - Online Course & Certification
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Critical Elements of Customer Service – Online Course

Bring customers back again and again, through the 6 critical elements of outstanding customer service

$12.99

$77.94 $12.99 one-time payment

(1,867 ratings) 8,589 students
866 711-9111
(9.00 AM To 6 PM EST)

Course Description

This course may be eligible for CEUs*

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. Specific learning objectives include:

  • 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 Content

LessonsStatus
1

Session One: Course Overview

2

Session Two: What is Customer Service?

3

Session Three: Who Are Your Customers?.

4

Session Four: Meeting Expectations

5

Session Five: Pre-Assignment Review

6

Session Six: Setting Goals

7

Session Seven: The Second Critical Element – Defined in Your Organization

8

Session Eight: The Third Critical Element – Given Life by the Employees

9

Session Nine: Communication Skills

10

Session Ten: Telephone Techniques

11

Session Eleven: Dealing With Difficult Customers

12

Session Twelve: Dealing With Challenges Assertively

13

Session Thirteen: Dealing With Difficult People

14

Session Fourteen: The Fourth Critical Element – Be a Problem Solver

15

Session Fifteen: Seven Steps to Customer Problem Solving

16

Session Sixteen: The Fifth Critical Element – Measure It

17

Session Seventeen: The Sixth Critical Element – Reinforce It

18

Session Eighteen: Dealing With Stress

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