Critical Elements of Customer Service
This course is part of the Entrepreneurship & Business Development Specialization
Course Overview
While many companies promise to deliver an incredible customer experience, some are better at supplying this than others.
This course is designed around six critical elements of customer service that, when a company truly embraces them, bring customers back to experience service that outdoes the competition.
What you'll learn
⇒ Understand what a customer service approach is
⇒ Understand how your own behavior affects the behavior of others
⇒ Demonstrate confidence and skill as a problem solver
⇒ Apply techniques to deal with difficult customers
⇒ Know how to provide excellent customer service
Self-Paced
Learn at your own schedule
9 hours
Estimated time of complete
English
Language
$69.00
Cost
Verifiable
Verified Certificate
Average salary for a Customer Service Manager
$59,965
Course Outline
Learning Objectives
Pre-Assignment
Worksheet
Pre-Course Assessment
– What is Customer Service?
– Who Are Your Customers?
– Meeting Expectations
– Pre-Assignment Review
– Making Connections
– Creating a Personal Values Statement
– Step One: Identify Your Values
– Step Two: Define Your Values
– Step Three: Put It All Together
– Identifying and Setting Goals
– Identifying Your Goals
– Our Values Statement
– What is a SMART Goal?
– How to Create a SMART Goal Statement
– Making Connections
– Six Elements of Customer Service
– The First Critical Element –A Focus on Customer Service
– What are Our Standards?
– Drafting Standards
– Making Connections
– What Do You Think?
– Creating a Customer Service Culture
– Quiz
– Seven Steps to Customer Problem Solving
– Making Connections
– Tools to Use
– Measurement in Practice
– Reinforcement Techniques
– Developing and Maintaining Relationships
– Recognizing the Power of Your Behavior
– Likeability Works
– Defining Communication
– Body Language Basics
– Voice
– Asking Questions
– Empathy
– Dangerous Misconceptions
– Power Talk
– How to Feel Powerful in Your Position
– Basics of Good Communication
– Telephone Basics
– Handling Everyday Requests
– Taking a Message
– Tips and Tricks
– Reducing Conflict
– When Discussions Degenerate into Conflict
– Caller Behavior
– An Assertiveness Model
– An Assertiveness Model Example
– Dealing With Challenges
– Getting to the Heart of the Matter
– What is Missing?
– The Three F’s
– Serving Difficult People
– The Recovery Process
– Conducting a Reflection
– Reflections
– Reflective Diary
– Reflective Questions
– About Stress
– Personal Action Plan
– Starting Point
– Where I Want to Go
– How I Will Get There
