Course outline for
Critical Elements of Customer Service

How to Use This Guide

Session One: Course Overview

Session Two: What is Customer Service?

Definitions

The First Critical Element – A Customer Service Focus

Session Three: Who Are Your Customers?

Session Four: Meeting Expectations

Session Five: Pre-Assignment Review

Session Six: Setting Goals

Creating a Personal Vision Statement

Identifying Dreams and Setting Goals

My Dreams and Goals

Session Seven: The Second Critical Element – Defined in Your Organization

Session Eight: The Third Critical Element – Given Life by the Employees

What Do You Think?

Suggested Answers

Session Nine: Communication Skills

Empathy

Defining Communication

Asking Questions

Session Ten: Telephone Techniques

Telephone Basics

Handling Everyday Requests

Tips and Tricks

Session Eleven: Dealing With Difficult Customers

Session Twelve: Dealing With Challenges Assertively

An Assertiveness Model

Making Connections

Session Thirteen: Dealing With Difficult People

Getting to the Heart of the Matter

The Three F’s

Types of Difficult People

Session Fourteen: The Fourth Critical Element – Be a Problem Solver

Reducing Conflict

Problem Solving in Six Steps

Making Connections

Session Fifteen: Seven Steps to Customer Problem Solving

The Process

Making Connections

The Recovery Process

Session Sixteen: The Fifth Critical Element – Measure It

Tools to Use

Measurement in Practice

Session Seventeen: The Sixth Critical Element – Reinforce It

Reinforcement Techniques

Power Talk

Session Eighteen: Dealing With Stress

Recommended Reading List

Post-Course Assessment

Pre- and Post-Assessment Answer Keys

Personal Action Plan