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