150
8 Hours
21 Lessons
Beginner to Intermediate
By Q H M
150
While many companies promise to deliver an incredible customer experience, some are better at supplying this than others. This 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.
This course is all about the critical elements of customer service: a customer service focus that is defined within, and given life by, your organization. In order to be successful, this focus must be reinforced every day, measured, and improved upon.
Understanding customer service, identifying customer needs, managing expectations, and building meaningful connections.
Establishing service standards, setting SMART goals, and creating a strong customer service culture.
Applying structured problem-solving techniques, measuring service performance, and reinforcing service excellence.
Developing communication, questioning, active listening, empathy, body language, and professional telephone skills.
Handling challenging behaviours, reducing conflict, communicating assertively, and applying effective service recovery techniques.
Managing stress, using reflective practice, strengthening customer relationships, and creating a personal action plan for continued development.
It is particularly valuable for professionals looking to strengthen their communication and problem-solving skills, confidently manage challenging situations, and consistently deliver exceptional customer experiences that build trust, satisfaction, and long-term loyalty.
“A highly practical and engaging course that strengthened the way I communicate with customers and handle challenging situations. The techniques were easy to apply, especially around problem-solving, empathy, and managing difficult interactions. I left with greater confidence and a much clearer understanding of how to create consistently positive customer experiences.”
