- Professional Customer Service Training
- Customer Service Training: Critical Elements of Customer Service
This two-day workshop will teach participants how to Make customer service a team approach
- Course Outline
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
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 the plan 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.
- Prerequisites & Certificates
Certificate of Completion
- Cancellation Policy
ctc TrainCanada - We Never Cancel*:
We are unique in the corporate training field in that we do not cancel desktop applications courses due to low enrollment. When there are less than 3 students, ctc TrainCanada will personalize the class (students then receive more time with the instructor to address their individual needs allowing the student to complete the full course in less time) or connect the student remotely to a class at one of our other branches via TrainLive remote classroom instruction. *Microsoft Certified Courses and other technical courses require a minimum enrollment of three students. Business Skills courses require multiple students in order to run due to the interactive nature of the training. Selected Desktop Applications courses may require a minimum enrollment of two students to run. ctc TrainCanada® reserves the right to deliver Microsoft Certified and other technical courses via TrainLive remote classroom instruction in order to guarantee the course to run.
ctc TrainCanada Cancellation policy:
You may cancel or reschedule this registration in writing with no penalty with a minimum of 10 business days' notice prior to the first day of the course. Full payment is required if you cancel or reschedule this registration within 10 business days prior to the first day of the course. However, substitutions are welcome. If you do need to cancel or reschedule a publicly scheduled course within the 10 day non-cancellation period (not a client dedicated course), payment is to be made and a training voucher for a public course will be issued to you. This allows you to attend a future date for the same course at no charge (subject to availability).
No-shows will not be issued a training voucher.
Complimentary Service: We offer all our students coffee, tea, juice or pop, muffins or pastries in the morning and cookies baked in our own oven each afternoon.
- Map & Reviews
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This course currently does not have any dates scheduled. Please call 1-877-313-8881 to enquire about future dates or scheduling a private, in house course for your team.
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