Customer Service Training: Critical Elements of Customer Service

In this Book

• Course Overview
• What is Customer Service?
• Who Are Your Customers?
• Meeting Expectations
• Pre-Assignment Review
• Setting Goals
• The Second Critical Element – Defined in Your Organization
• The Third Critical Element – Given Life by the Employees
• Communication Skills
• Telephone Techniques
• Dealing With Difficult Customers
• Dealing With Challenges Assertively
• Dealing With Difficult People
• The Fourth Critical Element – Be a Problem Solver
• Seven Steps to Customer Problem Solving
• The Fifth Critical Element – Measure It
• The Sixth Critical Element – Reinforce It
• Dealing With Stress