Customer Service
Training:
Critical Elements of Customer
Service
Print-on-demand, customizable soft skill training material.
Why write your
own career development training program when we've done it for you?
Prewritten print-on-demand courseware saves you time and money and helps you
better prepare for classroom training with well-researched and
proven course materials that are fully customizable.
 This
course comes with:
 Training
Workbook |
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Instructor
Guide |
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Activities
& Ice Breakers |
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Pre-Assignment |
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PowerPoint
Slides |
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Course
Outline |
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Promotional
Advertorial |
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Recommended
Reading Lists |
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You
also receive:
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Unlimited reprinting rights |
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Unlimited number of users |
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Unlimited rights to customize and modify the course
contents to suit your needs. |
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Questions?
Would you more information on this or any of our soft
skills training courses?
Call toll
free
1-800-737-4199. |
|
The
Critical Elements of Customer Service
This one day workshop is for any employee who
deals with the public or who serves those who do deal with
the public. Customer service skills can increase your value
to your company and advance your career at the same time.
Training covers such topics as telephone based customer service,
telephone etiquette, dealing with difficult customers, and
assertive problem solving.
What
participants will learn:
At the conclusion of this workshop, participants will:
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Recognize that service
delivery is an “individual response value.”
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Understand how your own
behaviour impacts on the behaviour of others.
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Develop more confidence and
skill as a problem-solver
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Communicate more assertively
and effectively
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Learn some ways to make
customer service a team approach.
Workshop
Outline:
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Introductions
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Course
Goals/Personal Goals |
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Why Worry
About Customer Service? |
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Service
Beliefs |
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Who Are the
Customers? |
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Meeting
Expectations |
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Setting
Targets and Standards |
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Systems and
Procedures |
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Personal
Recollections |
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Turning
Complaints into Opportunities |
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Techniques
for Handling People |
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Dealing with
Difficult People |
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Steps to
Problem-Solving |
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Resolving
Conflict |
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Team Effort |
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Stress/Acting
Assertively |
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Evaluation |
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Suggested
Reading List
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