This course comes with:   Training Workbook Instructor Guide Activities & Ice Breakers Pre-Assignment PowerPoint Slides Course Outline Promotional Advertorial Recommended Reading Lists

You also receive:   Unlimited reprinting rights Unlimited number of users Unlimited rights to customize and modify the course contents to suit your needs. Questions? Call toll free 1-800-730-7115 To review a free sample? Click here.

Customer Service Training: Critical Elements of Customer Service Overview

What participants will learn:
At the conclusion of this workshop, participants will:

• Recognize that service delivery is an “individual response value.”
• Understand how your own behaviour impacts on the behaviour of others.
• Develop more confidence and skill as a problem-solver
• Communicate more assertively and effectively
• Learn some ways to make customer service a team approach.

order now $ 995 overview  •  course outline  •  what you get

order now $ 2495 Best value! Complete set of all 15 titles  •  what you get     The complete Career Development Training Courseware Library includes:     Advanced Writing Skills   Building Self Esteem and Assertiveness Skills   Business Etiquette: Gaining that Extra Edge   Business Writing that Works   Communication Strategies   Conflict Resolution: Dealing with Difficult People   Customer Service Training: Critical Elements of Customer Service   Public Speaking: Presentation Survival School   Public Speaking: Speaking Under Pressure   Skills for the Administrative Assistant   SpeakEasy: Conquering Your Fear of Speaking in Public   The Minute-Taker’s Workshop   Time Management - Get Organized for Peak Performance   Writing Reports and Proposals   Working Smarter Using Technology to your Advantage

Using our courseware training materials is easy and cost effective.
It works like this... each course (whether you purchase the course individually or as part of a library of related titles) comes with a student workbook, instructor guide, pre-made PowerPoint versions, quick reference guides, icebreakers & handouts, Pre-Assignments, detailed Course Outlines, Promotional Advertorials and Recommended Reading Lists . Each of the components can be opened into Microsoft Word (or Corel WordPerfect) and you are allowed to make any changes you want to the content to better suit your needs.

Why write Customer Service training materials when we've done it for you? We've saved you thousands of hours.  We do the prep work... you do the training.

By being so flexible, our customer enjoy how easy it is to customize the training materials to meet their needs. You are allowed to make any changes to the content - including replacing our name with yours. Do you want to replace our examples and references to those of your own in order to enhance the training and your students' experience? No problem. Prewritten courseware saves you time any money and helps you better prepare for classroom training with well-researched and proven course materials.

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 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.