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Critical Elements of Customer Service Course



While many companies promise to deliver an incredible customer experience, some are better at supplying this than others. This two-day 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.

Specific learning objectives include: understanding what a customer service approach is; understanding how your own behavior affects the behavior of others; demonstrating confidence and skill as a problem solver; applying techniques to deal with difficult customers; and knowing how to provide excellent customer service

Easily customizable training materials mean learner/trainers can learn or deliver a personalized course without having to develop the program themselves! Our soft skills courseware packages include a detailed learner/instructor guide, student workbook, pre-assignment, assessments, and more. The course’s print on demand feature makes it convenient for learners/trainers to print off what they need, when they need it – and your purchase allows you to print and deliver as many times as you want, hassle-free.


Course outline-

How to Use This Guide

Session One: Course Overview

Session Two: What is Customer Service?


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


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


What you get:

Learner/Instructor Guide

OurLearner/Instructor Guides are the core of each training course. They lay out the training in simple, easy-to-follow instructions. You can also customize the Learner/Instructor Guides in order to personalize your training.

Student Manual

Each Instructor Guide – for each course – is paired with a Student Manual that you can present to your participants. This customizable Student Manual gives each participant the student version of the course you will be learning/teaching.

Exercise Workbook

Whether or not you choose to introduce exercises into your learning/training is up to you as the learner/facilitator. In case you want to do thiswe offer you an Exercise Workbook (also customizable) that is specific to the course you are offering.

Sample Files

Each course title comes with a Lab Workbook loaded with activities and exercises to practice and reinforce the learners’ understanding of the course objectives. Pre-made Sample Exercise Files are provided for use with the Lab Workbook so that you, as the learner/trainer, do not have to prepare activity working files.

Powerpoint Deck

The course is designed to give you everything you need for use in the classroom or workshop. This includes the PowerPoint versions of all the courses, prepared for you in advanced.


Quick Reference Guide

Quick Reference Guides are a favourite tool for trainers to provide to their learners. Each Quest Reference Guide summarizes the most important elements in each course title down to two pages.