Customer Service Training – Critical Elements of Customer Service

Course Overview 2

Students will have an opportunity to identify their personal learning objectives.

• Lecture1.1
  Course Overview
• Lecture1.2
  Learning Objectives

What is Customer Service? 3

This lesson will define customer service, take a look at who your customers are, and how to meet their basic needs and expectations.

• Lecture2.1
  What is Customer Service?
• Lecture2.2
  Who Are Your Customers?
• Lecture2.3
  Meeting Expectations

Setting Goals 5

During this lesson, we will look at setting long- and short-term goals and creating a personal vision.

• Lecture3.1
  Creating a Personal Values Statement
• Lecture3.2
  Identifying and Setting Goals
• Lecture3.3
  What is a SMART Goal?
• Lecture3.4
  How to Create a SMART Goal Statement?
• Lecture3.5
  Making Connections

The Critical Elements of Customer Service 1

This lesson introduces the six elements of customer service that form the basis of this workshop. Students will also learn about the first element: a customer service focus.

• Lecture4.1
  The First Critical Element – A Focus on Customer Service

The Second Critical Element - Procedures 3

In this lesson, you will think about what your organization expects of you, and how to ensure that those standards line up with what customers expect.

• Lecture5.1
  What are Our Standards
• Lecture5.2
  Drafting Standards
• Lecture5.3
  Making Connections

The Third Critical Element - Alignment 1

Next, students will explore why customer service must be a philosophy that is practiced by all employees.

• Lecture6.1
  What Do You Think?

The Fourth Critical Element - Problem-solving 1

We will look at a seven-step plan for solving customer service problems. Then, students will practice using the plan in a role play.

• Lecture7.1
  Seven Steps to Customer Problem Solving

The Fifth Critical Element - Measurement 2

The only way to know what’s really going right and wrong is to measure regularly. This lesson will give students some ideas for measuring customer service.

• Lecture8.1
  Tools to Use
• Lecture8.2
  Measurement in Practice

The Sixth Critical Element - Reinforcement 4

Next, students will learn some ways to keep a customer service focus strong. We’ll also share some powerful phrases that can help you build a positive image.

• Lecture9.1
  Reinforcement Techniques
• Lecture9.2
  Developing and Maintaining Relationships
• Lecture9.3
  Recognizing the Power of Your Behavior
• Lecture9.4
  Likeability Works

Communication Skills 8

This lesson will give students an introduction to key communication skills, including empathy, body language, asking questions, and listening.

• Lecture10.1
  Defining Communication
• Lecture10.2
  Body Language Basics
• Lecture10.3
  Voice
• Lecture10.4
  Asking Questions
• Lecture10.5
  Empathy
• Lecture10.6
  Dangerous Misconceptions
• Lecture10.7
  Power Talk
• Lecture10.8
  How to Feel Powerful in Your Position

Telephone Techniques 4

This brief lecture will look at an ideal telephone call, from the greeting to the conclusion. We will also look at common situations, such as placing a caller on hold and taking a message.

• Lecture11.1
  Telephone Basics
• Lecture11.2
  Handling Everyday Requests
• Lecture11.3
  Taking a Message
• Lecture11.4
  Tips and Tricks

Dealing with Difficult Customers 2

• Lecture12.1
  Reducing Conflict
• Lecture12.2
  Caller Behavior

Dealing with Challenges Assertively 2

During this lesson, students will work to complete a mix-and-match exercise on common types of difficult callers and appropriate responses.

• Lecture13.1
  An Assertiveness Model
• Lecture13.2
  Dealing With Challenges

Dealing with Difficult People 5

There are many types of unexpected challenges that we encounter every day. Students will work in small groups to develop responses to some of these issues.

• Lecture14.1
  Getting to the Heart of the Matter
• Lecture14.2
  What is Missing?
• Lecture14.3
  The Three F’s
• Lecture14.4
  Serving Difficult People
• Lecture14.5
  The Recovery Process

Reflective Practice 3

This lesson takes a look at how to study your own experiences to improve the way you work.

• Lecture15.1
  Conducting a Reflection
• Lecture15.2
  Reflections
• Lecture15.3
  Extra Information

Dealing with Stress 1

This lesson will offer some quick, easy ways to destress in any place, at any time.

• Lecture16.1
  About Stress

Quick Reference Guide 1

• Lecture17.1
  Reference Guide

Post-Course Assessment 1

• Quiz18.1
  Course-Assessment 10 questionsFinal