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CRITICAL ELEMENTS OF CUSTOMER SERVICE

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STUDENTS

While many companies promise to deliver an incredible customer experience, some are better at delivering than others. This two-day 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. .

 

What Will Students Learn?

  • Demonstrate a customer service approach
  • Understand how your own behavior affects the behavior of othersDemonstrate confidence and skill as a problem solver
  • Apply techniques to deal with difficult customers
  • Make a choice to provide customer service
What Topics are Covered?

ü What is customer service? Who are your customers?

  • Meeting expectations
  • üSetting goals
  • Communication skills and telephone techniques
  • Dealing with difficult customers and people
  • Dealing with challenges assertively
  • Dealing with stress
  • The first critical element: A customer service focus
  • The second critical element: Defined in your organization
  • The third critical element: Given life by employees
  • The fourth critical element: Be a problem solver
  • The fifth critical element: Measure it
  • The sixth critical element: Reinforce it
 
What’s Included?

  • Instruction by an expert facilitator
  • Small, interactive classes
 

  • Specialized manual and course materials
  • Personalized certificate of completion

 

Course Curriculum

No curriculum found !

Course Reviews

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