Customer Service Training: Critical Elements of Customer Service, Student Study Guide

  • 1h 3m
  • Velsoft Training Materials, Inc.
  • Courseware Company Ltd.
  • 2019

This book 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.

By the end of this book, you will be able to: 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

In this Book

  • Overview
  • What is Customer Service?
  • Pre-Assignment Review
  • Setting Goals
  • The Critical Elements of Customer Service
  • The Second Critical Element – Procedures
  • The Third Critical Element – Culture
  • The Fourth Critical Element – Problem-Solving
  • The Fifth Critical Element – Measurement
  • The Sixth Critical Element – Reinforcement
  • Communication Skills
  • Telephone Techniques
  • Dealing With Difficult Customers
  • Dealing With Challenges Assertively
  • Dealing With Difficult People
  • Reflective Practice
  • Dealing With Stress


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