| Soft skills training > Career Development Training >Customer Service Training
Critical Elements of Customer Service |
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| Customer Service Training
Critical Elements of Customer Service |
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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. |
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| Objectives : |
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Clearly identify how you can become for effective in dealing with customers. |
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Identify opportunities within the scope of your authority for dealing effectively with others. |
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Identify the criteria for fair and responsible response to all customers |
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| Duration: 1 days |
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| Workshop topics: |
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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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Setting Goals |
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Telephone Techniques |
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Listening Techniques |
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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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Evaluations |
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| The materials that participant will receive include: |
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Student work book |
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Classroom Exercises and Case study- Decision making and problem solving scenarios (these exercises are in the student workbook) |
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Hand outs- Certificate of achievement |
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Recommended reading book list |
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Class evaluation |
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