Critical Elements of Superior 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.

Audience

This class is beneficial to everyone, but is of special significance to employees in a customer service role.

Course Objective

This workshop teaches participants to:

• Demonstrate a customer service approach
• Understand how your own behavior affects the behavior of others as a foundation for relationship management
• Demonstrate appropriate communication and telephone skills
• Demonstrate confidence and skill as a problem solver
• Apply techniques to deal with difficult people
• Make a choice to provide customer service

Critical Elements of Superior Customer Service Course Outline

Course Overview

You will spend the first part of the day getting to know participants and discussing what will take place during the workshop. Students will also have an opportunity to identify their personal learning objectives.

What Is Customer Service?

This session will define customer service and introduce the six elements of customer service which will form the basis of this workshop. Participants will also learn about the first element: a customer service focus.

Who Are Your Customers?

In most organizations and agencies, customers take two forms: internal and external. This session will look at both types of customers, as well as all customers’ basic needs.

Meeting Expectations

This session will focus on the critical areas for which customers have expectations.

Pre-Assignment Review

Next, participants will review the answers to the pre-assignment, which asked questions about common customer service assumptions.

Setting Goals And Targets

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

The Second Critical Element – Defined In Your Organization

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

The Third Critical Element – Given Life By The Employees

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