Critical Elements of Customer Service

This 2-day workshop teaches how to: Recognize that service delivery is an individual response value, Understand how an individual's behavior impacts the behavior of others, Develop more confidence & skill as a problem-solver, Communicate more assertively

Course Outline

All of us serve customers, whether it's an external customer purchasing your product, or an internal customer like your supervisor. Being able to offer excellent customer service is a crucial component to anyone's career.

This two-day workshop will teach participants how to: • Recognize that service delivery is an individual response value
• Understand how an individual’s behavior impacts the behavior of others
• Develop more confidence and skill as a problem-solver
• Communicate more assertively and effectively
• Make customer service a team approach

Course Outline Introduction and 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 get participants thinking about the information to be covered over the
next two days through small and large group discussion.

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.

Meeting Expectations
This session will focus on the four critical areas that customers have expectations for.

Presenting Yourself Properly
Using individual testing, participants will take a look at the impression they give customers and ways they can improve.

Setting Goals and Targets
During this session, we will look at setting SMART goals.

Standards
Participants will participate in a brief lecture about standards, and then they will develop a set of
standards for the four key components of customer service.

Communication
This session will focus on communication barriers and how we can overcome them.

Telephone Techniques
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.

Managing the Talkative Caller
Talkative people are often interesting and enjoyable, but on the telephone they can take up a lot of time. Participants will work in small groups to identify ways to deal with talkative callers.

Dealing with Difficult Callers
During this session, participants will work in small groups to complete a mix-and-match exercise on common types of difficult callers and appropriate responses.

Dealing with Challenges
There are many types of unexpected challenges that we can encounter every day.
Participants will work on small groups to develop responses to some of these issues.

Increasing Your Assertiveness We will explore an easy four-step formula that will help you communicate more effectively and assertively.

Dealing with Difficult People
This session will give participants an opportunity to understand difficult behavior, identify some coping strategies, and discuss the difficult person they find most trying.

Dealing with Conflict
We will examine five ways to deal with conflict.

The Problem Solving Process
We will look at a six step plan for solving problems. Then, participants will apply to a case study.

Seven Steps to Customer Problem Solving
We will look at a plan designed specifically for solving customer service problems. Then, participants will practice using the plan in a role play.

The Recovery Process
During this session, we will look at a six-step process that you can use to turn customers around.

Eliminating Customer Service Problems
Wouldn’t it be great if you never had to deal with an upset customer again? This session will examine some ways that you can reduce customer service issues.

Service PRIDE is a Team Effort
This session will look at five things that the company as a team can do to improve customer service.

Doing Your Part
This session will help participants identify ways that they can make a personal contribution to
successful customer service.

Dealing with Stress
This session will offer some quick, easy ways to de-stress in any place, at any time.

Workshop Wrap-Up
At the end of the day, students will have an opportunity to ask questions and fill out an action plan.

Additional Details

Pre-Requisites

Certificates offered

Certificate of completion

Cancellation Policy

A full 5 business days notice is required to change or cancel any course date.

Once payment has been received, a credit will be held in your account if we have received sufficient notice of your cancellation or date change (we do not provide refunds). If insufficient notice is received, the entire fee or Tickets for that course date will be charged.

There is no charge for substitutions. If you cannot attend your course and cannot provide the 3 business days notice, you can send someone else in your place with no penalty.

Course Retake

If you cannot provide 5 business days notice of cancellation, you may take the course at a later date at no further charge with the following conditions.

1. You must take the course within 6 months of the original course date (no exceptions). After that time, the full course fee will be charged again.

2. Registration is on a stand-by basis only. If the course date you select becomes fully booked you will be asked to choose another date, which must be within 6 months of the original course date.

3. If you need to change or cancel your free re-take course, we must receive a full 5 business days notice of the change. If insufficient notice is received, this offer no longer applies and the full course fee will be charged again, should you choose to book another date.

4. This course is not transferable to another person. It must be taken by the same person who was scheduled for the original course.

5. This offer applies to the same course only (same software program, same course level and the same software version as was originally booked).

Map & Reviews

Excel Training Toronto
[ View Provider's Profile ]

North York Training Centre
2 Lansing Square, Suite 505
(Victoria Park Ave. & Sheppard Ave. E.)
North York, Ontario
Canada   M2J 4P8

Reviews

 

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Here are some reviews of the training vendor.

   

Well run, good pace given that all three versions of Project had to be covered simultaneously.

Reviewed by Sandy B. 2012

   

Perhaps give option for 1/2 hour lunch as not familiar with area and just passing time during the break.

Reviewed by Robin M. 2012

   

I think the intermediate course could be taught in 1 day rather than 2

Reviewed by Denise S. 2012

   

The instructor, Katie Geoghan was phenomenal. Her energy and level of expertise were wonderful. This is the best class I have ever attended and I learned so much from it.

Reviewed by Karen C. 2011

   

Too much material to cover, did not really learn what I went for. One hour is way too long a break, especially since you can't work on your own, you need the instructor to be present. We went to learn, not eat.

Reviewed by Charles N. 2011

   

I was extremley impressed with the Instructor, Katie Geoghegan. Katie was very outgoing and easy to talk to. No questions was a "stupid" question. She went thru the course manual step by step. She made sure that everyone understood what they were doing before we moved on. She was very pleasant thru out the day. I walked out of that cours feeling very confident.

Reviewed by Hala M. 2011

   

The course was excellent and the instructor was very helpful and knowledgeable. I am recommending this course to my colleagues.

Reviewed by Gayle L. 2011

   

I had no previous exposure to Pivot Tables and was a bit apprehensive at the start of the course, however the presenter made it really easy to grasp the concepts and made sure I was learning at the same pace as the rest of the class, which I really appreciated!

Reviewed by Ferzin W. 2011

   

recommend you update the content to Exchange SP1

Reviewed by Patrick H. 2011

   

Really enjoyed the course and and Katie G the instructor was absolutely fantastic. I would definately take another course with her for excel in the near future.

Reviewed by Eliscia D. 2011

   

Material covered too quickly. No opportunity for exercises.

Reviewed by Harley S. 2011

   

I had already filled out an evaluation for this course at the end of the course so I am not sure why I have to do it again???

Reviewed by Cathy M. 2011

   

Instructor needs to use breath mints. As to the course, it's understood that there was a great deal to cover in two short days. However, I did feel we didn't have enough time to work with individual elements (through exercises) to get a solid personal grasp. It's one thing to listen to someone talk about a procedure. You do not learn until you have a chance to do it. Also, we weren't given a final exercise of designing a simple page to try to bring together all the material presented.

Reviewed by Terry G. 2011

   

A lot of information to cover in one day. Maybe 2 days would be better to adsorb info and have more for excerises. The handout was not easy to read as it was very small font and the print was too light/faded (almost like it needed a new toner).

Reviewed by Katherine S. 2011

   

Great instructor

Reviewed by Victoria S. 2011