Certificate In Customer Service Training: Critical Elements of Customer Service Online Course

Learn The Critical Elements Of Customer Service

Certificate In Customer Service Training: Critical Elements of Customer Service Online Course

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Rp122478

Save Rp2530871 (95%)
OFF RRP Rp2653349
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Learn The Critical Elements Of Customer Service

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.

At the end of this Customer Service Training course, you will be able to:

  • 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 Fast Facts:

  1. Easy to follow and understand
  2. Only 6 to 8 hours of study is required
  3. Unlimited, lifetime access to online course
  4. Delivered 100% on-line and accessible 24/7 from any computer or smartphone
  5. You can study from home or at work, at your own pace, in your own time
  6. Certificate of Completion

Course Delivery

Courses are accessed online via our learning management system by any device including PC, MAC, tablet or Smart Phone.

Recognition & Accreditation

This course is internationally recognized and accredited by the International Association of Online Training Standards (IAOTS). The courses offered by Courses For Success are unique as they are taught in a step by step process enabling students to complete them quickly and easily, so that you can obtain your qualification sooner. All students who complete the course receive a certificate of completion. Courses For Success is committed to high completion rates and therefore 100% student satisfaction.

 Session 1: Course Overview

  • Learning Objectives
  • Pre-Course Assessment

 Session 2: What is Customer Service?

  • What is Customer Service?
  • The Critical Elements of Customer Service
  • A Customer Service Focus
  • Service is a Philosophy
  • Service Means Meeting Customer Expectations
  • Service is Not Always Natural

 Session 3: Who Are Your Customers?

  • Types of Customers
  • Internal and External Customers
  • VIP Customers
  • What Customers Need

 Session 4: Meeting Expectations

  • Meeting Expectations
  • Six Ways to Meet Customers’ Expectations

 Session 5: Pre-Assignment Review

  • Pre-Assignment Answers

 Session 6: Setting Goals

  • Creating a Personal Vision Statement
  • Step One: Identify Your Values
  • Define Your Values
  • Put it all Together
  • Identifying Dreams and Setting Goals
  • Identifying Your Dreams
  • SPIRIT
  • My Dreams and Goals

 Session 7: The Second Critical Element – Defined in Your Organization

  • Our Standards
  • Sample Standards

 Session 8: The Third Critical Element – Given Life by the Employees

  • What Do You Think?
  • Suggested Answers

 Session 9: Communication Skills

  • The Importance of Empathy
  • About Rephrasing
  • Dangerous Misconceptions
  • Defining Communication
  • Body Language Basics
  • Voice
  • Open and Closed Questions
  • Customer-Focused Questions

 Session 10: Telephone Techniques

  • It’s Not What You Say, It’s How You Say It
  • Your Initial Greeting
  • Personalizing Service
  • Addressing a Person
  • Your Telephone Voice
  • Your Listening Ear
  • Your Format for Closing
  • Handling Everyday Requests
  • Transferring Telephone Calls
  • Putting Callers on Hold
  • Taking a Message
  • Taking Messages Accurately and Completely
  • What to Record When Taking a Message
  • Other Tips for Taking a Message
  • Do’s and Don’t’s
  • Phrases to Avoid Using
  • Sentences That Damage Your Image or Lose Goodwill

 Session 11: Dealing With Difficult Customers

  • Abrupt Customers
  • Abusive Customers
  • Angry Customers
  • Arrogant Customers
  • Bully/Bossy Customers
  • Closed-Minded Customers

 Session 12: Dealing With Challenges Assertively

  • About Assertiveness
  • An Assertiveness Formula
  • Making Connections

 Session 13: Dealing With Difficult People

  • Getting to the Heart of the Matter
  • What’s Missing?
  • Getting to the Big Picture
  • The Three F’s
  • Types of Difficult People
  • The Stubborn One
  • The Quiet One
  • The Jester
  • Yakety-Yak
  • Off Base
  • Bigger Issues
  • The Chatterbox
  • The Know-It-All
  • The Whiner

 Session 14: The Fourth Critical Element – Be a Problem Solver

  • Reducing Conflict
  • Blending
  • Blending Examples
  • Redirecting
  • Identify Positive Intent
  • Identify Highly Valued Criteria
  • When Discussions Degenerate Into Conflict
  • An Action Plan for Angry, Aggressive People
  • Problem Solving in Six Steps
  • Making Connections

 Session 15: Seven Steps to Customer Problem Solving

  • The Process
  • Making Connections
  • The Recovery Process

 Session 16: The Fifth Critical Element – Measure It

  • Tools to Use
  • Critical Evaluation
  • Informal Surveys
  • Focus Groups
  • Fishbone (Cause and Effect, or Root Cause)
  • Brainstorming
  • Brainstorming
  • Measurement in Practice

 Session 17: The Sixth Critical Element – Reinforce It

  • Keeping Momentum
  • Developing and Maintaining Relationships
  • Recognizing the Power of Your Behavior
  • Likeability Works
  • Phrases for Customer Service Success
  • How to Feel Powerful in Your Position
  • Project Positive Expectations
  • Give Credit Where It’s Due
  • Rebound from Failure
  • Accept Responsibility

 Session 18: Dealing With Stress

  • About Stress
  • Deep Breathing
  • Visualize
  • Music
  • Acupressure and Massage
  • Laughter
  • Replace Worry with Problem Solving
  • Meditation
  • Resilience

 Session 19: A Personal Action Plan

  • Starting Point
  • Where I Want to Go
  • How I Will Get There

Entry requirements

Students must have basic literacy and numeracy skills.

Minimum education

Open entry. Previous schooling and academic achievements are not required for entry into this course.

Computer requirements

Students will need access to a computer and the internet.

Minimum specifications for the computer are:

Windows:

  • Microsoft Windows XP, or later
  • Modern and up to date Browser (Internet Explorer 8 or later, Firefox, Chrome, Safari)

MAC/iOS

  • OSX/iOS 6 or later
  • Modern and up to date Browser (Firefox, Chrome, Safari)

All systems

  • Internet bandwidth of 1Mb or faster
  • Flash player or a browser with HTML5 video capabilities(Currently Internet Explorer 9, Firefox, Chrome, Safari)

Students will also need access the following applications:

Adobe Acrobat Reader

About this Course

Learn The Critical Elements Of Customer Service

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.

At the end of this Customer Service Training course, you will be able to:

  • 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 Fast Facts:

  1. Easy to follow and understand
  2. Only 6 to 8 hours of study is required
  3. Unlimited, lifetime access to online course
  4. Delivered 100% on-line and accessible 24/7 from any computer or smartphone
  5. You can study from home or at work, at your own pace, in your own time
  6. Certificate of Completion

Course Delivery

Courses are accessed online via our learning management system by any device including PC, MAC, tablet or Smart Phone.

Recognition & Accreditation

This course is internationally recognized and accredited by the International Association of Online Training Standards (IAOTS). The courses offered by Courses For Success are unique as they are taught in a step by step process enabling students to complete them quickly and easily, so that you can obtain your qualification sooner. All students who complete the course receive a certificate of completion. Courses For Success is committed to high completion rates and therefore 100% student satisfaction.

 Session 1: Course Overview

  • Learning Objectives
  • Pre-Course Assessment

 Session 2: What is Customer Service?

  • What is Customer Service?
  • The Critical Elements of Customer Service
  • A Customer Service Focus
  • Service is a Philosophy
  • Service Means Meeting Customer Expectations
  • Service is Not Always Natural

 Session 3: Who Are Your Customers?

  • Types of Customers
  • Internal and External Customers
  • VIP Customers
  • What Customers Need

 Session 4: Meeting Expectations

  • Meeting Expectations
  • Six Ways to Meet Customers’ Expectations

 Session 5: Pre-Assignment Review

  • Pre-Assignment Answers

 Session 6: Setting Goals

  • Creating a Personal Vision Statement
  • Step One: Identify Your Values
  • Define Your Values
  • Put it all Together
  • Identifying Dreams and Setting Goals
  • Identifying Your Dreams
  • SPIRIT
  • My Dreams and Goals

 Session 7: The Second Critical Element – Defined in Your Organization

  • Our Standards
  • Sample Standards

 Session 8: The Third Critical Element – Given Life by the Employees

  • What Do You Think?
  • Suggested Answers

 Session 9: Communication Skills

  • The Importance of Empathy
  • About Rephrasing
  • Dangerous Misconceptions
  • Defining Communication
  • Body Language Basics
  • Voice
  • Open and Closed Questions
  • Customer-Focused Questions

 Session 10: Telephone Techniques

  • It’s Not What You Say, It’s How You Say It
  • Your Initial Greeting
  • Personalizing Service
  • Addressing a Person
  • Your Telephone Voice
  • Your Listening Ear
  • Your Format for Closing
  • Handling Everyday Requests
  • Transferring Telephone Calls
  • Putting Callers on Hold
  • Taking a Message
  • Taking Messages Accurately and Completely
  • What to Record When Taking a Message
  • Other Tips for Taking a Message
  • Do’s and Don’t’s
  • Phrases to Avoid Using
  • Sentences That Damage Your Image or Lose Goodwill

 Session 11: Dealing With Difficult Customers

  • Abrupt Customers
  • Abusive Customers
  • Angry Customers
  • Arrogant Customers
  • Bully/Bossy Customers
  • Closed-Minded Customers

 Session 12: Dealing With Challenges Assertively

  • About Assertiveness
  • An Assertiveness Formula
  • Making Connections

 Session 13: Dealing With Difficult People

  • Getting to the Heart of the Matter
  • What’s Missing?
  • Getting to the Big Picture
  • The Three F’s
  • Types of Difficult People
  • The Stubborn One
  • The Quiet One
  • The Jester
  • Yakety-Yak
  • Off Base
  • Bigger Issues
  • The Chatterbox
  • The Know-It-All
  • The Whiner

 Session 14: The Fourth Critical Element – Be a Problem Solver

  • Reducing Conflict
  • Blending
  • Blending Examples
  • Redirecting
  • Identify Positive Intent
  • Identify Highly Valued Criteria
  • When Discussions Degenerate Into Conflict
  • An Action Plan for Angry, Aggressive People
  • Problem Solving in Six Steps
  • Making Connections

 Session 15: Seven Steps to Customer Problem Solving

  • The Process
  • Making Connections
  • The Recovery Process

 Session 16: The Fifth Critical Element – Measure It

  • Tools to Use
  • Critical Evaluation
  • Informal Surveys
  • Focus Groups
  • Fishbone (Cause and Effect, or Root Cause)
  • Brainstorming
  • Brainstorming
  • Measurement in Practice

 Session 17: The Sixth Critical Element – Reinforce It

  • Keeping Momentum
  • Developing and Maintaining Relationships
  • Recognizing the Power of Your Behavior
  • Likeability Works
  • Phrases for Customer Service Success
  • How to Feel Powerful in Your Position
  • Project Positive Expectations
  • Give Credit Where It’s Due
  • Rebound from Failure
  • Accept Responsibility

 Session 18: Dealing With Stress

  • About Stress
  • Deep Breathing
  • Visualize
  • Music
  • Acupressure and Massage
  • Laughter
  • Replace Worry with Problem Solving
  • Meditation
  • Resilience

 Session 19: A Personal Action Plan

  • Starting Point
  • Where I Want to Go
  • How I Will Get There

Entry requirements

Students must have basic literacy and numeracy skills.

Minimum education

Open entry. Previous schooling and academic achievements are not required for entry into this course.

Computer requirements

Students will need access to a computer and the internet.

Minimum specifications for the computer are:

Windows:

  • Microsoft Windows XP, or later
  • Modern and up to date Browser (Internet Explorer 8 or later, Firefox, Chrome, Safari)

MAC/iOS

  • OSX/iOS 6 or later
  • Modern and up to date Browser (Firefox, Chrome, Safari)

All systems

  • Internet bandwidth of 1Mb or faster
  • Flash player or a browser with HTML5 video capabilities(Currently Internet Explorer 9, Firefox, Chrome, Safari)

Students will also need access the following applications:

Adobe Acrobat Reader

We provide a 7 Day Money Back Refund on all Courses

Now Only Rp122478 Save Rp2530871 (95%)
OFF RRP Rp2653349
Delivery Method

Online - Certificate

Get Info Pack

Special Offer

 

Receive The Personal Success Training Program FREE, When You Purchase This Course - Limited Time Remaining!  (Value Rp5374000)

 

The Personal Success Training Program Helps You Stay Focused To Achieve Your Goals!
Benefits:
  • How to layout a Success Plan.
  • Get where you want to be in life.
  • How to unclutter your mind to succeed.
  • Achieve your dreams using your imagination.
  • How to have faith in yourself.
Features:
  • 12 month online access,  24/7 anywhere.
  • Complement your individual course purchase.
  • Internationally recognized by the IAOTS.
  • Thousands of positive reviews.
  • Limited Time Offer - Ends Soon.
 

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Course Summary

Course ID No.: 002CSTOC
Delivery Mode: Online
Course Access: Lifetime Course Access
Time required: Study at your own pace
Course Duration: 6 - 8 Hours
Assessments: Yes
Qualification: Certificate

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