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Training materials for

Customer Service: Critical Elements of Customer Service Training

Fully Customisable

All of us serve customers, whether it’s an external customer purchasing your product, or an internal customer like your supervisor. Being able to offer excellent customer service is a crucial component to anyone’s career.

This two-day workshop will help you teach participants how to:
- Recognize that service delivery is an individual response value
- Understand how an individual’s behavior impacts the behavior of others
- Develop more confidence and skill as a problem-solver
- Communicate more assertively and effectively
- Make customer service a team approach

Learn more... Course Outline 

 

Target Audience

Our courseware is primarily purchased by five types of trainer; HR managers, corporate trainers, private training firms, educational institutions, or private consultants. The target audience varies on the instructor and the type of training required by a particular organization.

The students for this course are usually training staff or managers involved in training.

 

What You Actually Receive

  • Student manual Fully customisable. May be opened in any wordprocessor and changed to meet your exact needs. 1
  • Trainer manual Fully customisable with additional information for trainers. 2
  • Ice breakers and class activities Fully customisable. Delivered as a folder full of activities for your students. 3
  • PCQ - Pre-Course Questionnaires Fully customisable. Ensures you can get a fully understanding of your delegates expectations, requirements and current skill levels before they attend the course. 4
  • Content overview Fully customisable. Comprehensive course overview to help you market your course to your customers. 5
  • Presentations Fully customisable. Complete set of PowerPoint slides for use by the trainer. 6
  • Additional reading... Fully customisable. Give your students some recommended further reading materials for this course. 7
  • Sales information sheets Fully customisable. Information sheets to help you sell your course to your employees or external customers. 8

The Courseware Company (established in the early 1990s and part of gtslearning) is the only European authorised reseller of Velsoft courseware materials and print licences. Velsoft offers fully customisable training materials, delivered online and fully supported with instructor resources and student study tools.

To get started, just open this 'Customer Service' training courseware in your favourite word processor. You can fully customise the materials to suit your exact learning needs and include your own branding. Your own tailor-made course, delivered 'off-the-peg' and saving you thousands of pounds in development time and man-hours. Just press print and the perfect learning experience is yours to deliver.

You Also Receive

  • Fully customisable Sold on a site licence basis, you can tailor the courseware to meet specific learning or corporate requirements. 1
  • Instant download Content is available to download immediately after purchase. Backup CDs are also available. 2
  • Proven Our course materials are used in hundreds of training centres around the world. Every course is fully beta tested and validated in the classroom before undergoing a full production release. 3
  • Simple... No need to invest in expensive DTP applications - all files are easily editable in any word processor. 4
  • Print on demand You only need to print exactly what you need, when you need it. 5
  • Totally flexible Courses can be modified to meet specific requirements. Sections can be removed. New content added. One or more titles can be combined. Whatever your training requirements, our courseware can help you meet that need. 6
  • Unlimited users Content is sold on a site licence basis. You can train as many staff or employees at that location as you like. Forever! 7
  • Buy once. Use forever! You’re buying a perpetual licence. One payment gives you an unlimited site licence for use as long as you need it. 8
  • No limits! Unlike some content providers, our licence enables you to reprint the courseware as many times as you like. 1 student or 100,000, it doesn’t matter... 9

Customer Service: Critical Elements of Customer Service Training Outline

Introduction and Course Overview You will spend the first part of the day getting to know participants and discussing what will take place during the workshop. Students will also have an opportunity to identify their personal learning objectives.

What is Customer Service? This session will get participants thinking about the information to be covered over the next two days through small and large group discussion.

Who Are Your Customers? In most organizations and agencies, customers take two forms: internal and external. This session will look at both types of customers.

Meeting Expectations This session will focus on the four critical areas that customers have expectations for.

Presenting Yourself Properly Using individual testing, participants will take a look at the impression they give customers and ways they can improve.

Setting Goals and Targets During this session, we will look at setting SMART goals.

Standards Participants will participate in a brief lecture about standards, and then they will develop a set of standards for the four key components of customer service.

Communication This session will focus on communication barriers and how we can overcome them.

Telephone Techniques This brief lecture will look at an ideal telephone call, from the greeting to the conclusion. We will also look at common situations, such as placing a caller on hold and taking a message.

Managing the Talkative Caller Talkative people are often interesting and enjoyable, but on the telephone they can take up a lot of time. Participants will work in small groups to identify ways to deal with talkative callers.

Dealing with Difficult Callers During this session, participants will work in small groups to complete a mix-and-match exercise on common types of difficult callers and appropriate responses.

Dealing with Challenges There are many types of unexpected challenges that we can encounter every day. Participants will work on small groups to develop responses to some of these issues.

Increasing Your Assertiveness We will explore an easy four-step formula that will help you communicate more effectively and assertively.

Dealing with Difficult People This session will give participants an opportunity to understand difficult behavior, identify some coping strategies, and discuss the difficult person they find most trying.

Dealing with Conflict We will examine five ways to deal with conflict.

The Problem Solving Process We will look at a six step plan for solving problems. Then, participants will apply the plan to a case study.

Seven Steps to Customer Problem Solving We will look at a plan designed specifically for solving customer service problems. Then, participants will practice using the plan in a role play.

The Recovery Process During this session, we will look at a six-step process that you can use to turn customers around.

Eliminating Customer Service Problems Wouldn't it be great if you never had to deal with an upset customer again? This session will examine some ways that you can reduce

Service PRIDE is a Team Effort This session will look at five things that the company as a team can do to improve customer service.

Doing Your Part This session will help participants identify ways that they can make a personal contribution to successful customer service.

Dealing with Stress This session will offer some quick, easy ways to de-stress in any place, at any time.

Workshop Wrap-Up At the end of the day, students will have an opportunity to ask questions and fill out an action plan.

Customer Service: Critical Elements of Customer Service Courseware

  • Fully Customisable
  • Add your own name & logos
  • Unlimited reprinting rights
  • Unlimited number of users
  • No annual renewal fees

Soft Skills, Business Skills and Computer Training Courseware by The Couseware Company

The UK’s Number One choice for Customisable Soft Skills, Business Skills and Computer Training courseware

Want to deliver the best Business Skills or Computer Training courses to your students? The Courseware Company is the UK’s leading supplier of fully Customisable business skills courseware licences.

Content is available for many business disciplines as well as Microsoft Office, Adobe and many other training products. Essentially, we’ve packaged the classroom   prep time into an affordable, effective product.

Bundle and Save

This course can be purchased individually or as part of the Career Development Bundle. Also included in this bundle are: