What you will learn

Learn to deliver an incredible customer experience

While many companies promise to deliver an incredible customer experience, some are better at delivering than others. This course is designed around six critical elements of customer service that, when the company lives them, bring customers back to experience service that outdoes the competition.

Translator Four: Customer Service Training: Critical Elements of Customer Service Online Certificate Course – Requirements

This course is designed for people with little or no prior experience. The course is delivered 100 percent online 24/7 and only takes 6 to 8 hours of study to complete.

To successfully complete this course, a student must:

• Have access to the internet and the necessary technical skills to navigate the online learning resources
• Have access to any mobile device with internet connectivity (laptop, desktop, tablet)
• Be a self-directed learner
• Possess sound language and literacy skills

Quick Course Facts: 

1. Course content is structured for easy comprehension
2. Approximately 8 hours of study is needed to complete the course
3. Registered students gain unrestricted lifetime access
4. All course material is available online 24/7 and can be accessed using any device
5. Study your course online from anywhere in your own time at your own pace
6. All students who complete the course will be awarded with a certificate of completion that is applicable worldwide

For any additional questions please see our comprehensive FAQS tab above.

Translator Four: Customer Service Training: Critical Elements of Customer Service Online Course Outline

Session 1: Course Overview

• Learning Objectives
• Pre-Assignment

Session 2: What is Customer Service?

• What is Customer Service?
• The Critical Elements of Customer Service
• A Customer Service Focus
• Service is a Philosophy
• Service Means Meeting Customer Expectations
• Service is Not Always Natural

Session 3: Who Are Your Customers?

• Types of Customers
• Internal and External Customers
• VIP Customers
• What Customers Need

Session 4: Meeting Expectations

• Meeting Expectations
• Six Ways to Meet Customers’ Expectations

Session 5: Pre-Assignment Review

• Pre-Assignment Answers

Session 6: Setting Goals

• Creating a Personal Vision Statement
• Step One: Identify Your Values
• Define Your Values
• Put it all Together
• Identifying Dreams and Setting Goals
• Identifying Your Dreams
• SPIRIT
• My Dreams and Goals

Session 7: The Second Critical Element – Defined in Your Organization

• Our Standards
• Sample Standards

Session 8: The Third Critical Element – Given Life by the Employees

• What Do You Think?
• Suggested Answers

Session 9: Communication Skills

• The Importance of Empathy
• About Rephrasing
• Dangerous Misconceptions
• Defining Communication
• Body Language Basics
• Voice
• Open and Closed Questions
• Customer-Focused Questions

Session 10: Telephone Techniques

• It’s Not What You Say, It’s How You Say It
• Your Initial Greeting
• Personalizing Service
• Addressing a Person
• Your Telephone Voice
• Your Listening Ear
• Your Format for Closing
• Handling Everyday Requests
• Transferring Telephone Calls
• Putting Callers on Hold
• Taking a Message
• Taking Messages Accurately and Completely
• What to Record When Taking a Message
• Other Tips for Taking a Message
• Do’s and Don’t’s
• Phrases to Avoid Using
• Sentences That Damage Your Image or Lose Goodwill

Session 11: Dealing With Difficult Customers

• Abrupt Customers
• Abusive Customers
• Angry Customers
• Arrogant Customers
• Bully/Bossy Customers
• Closed-Minded Customers

Session 12: Dealing With Challenges Assertively

• About Assertiveness
• An Assertiveness Formula
• Making Connections

Session 13: Dealing With Difficult People

• Getting to the Heart of the Matter
• What’s Missing?
• Getting to the Big Picture
• The Three F’s
• Types of Difficult People
• The Stubborn One
• The Quiet One
• The Jester
• Yakety-Yak
• Off Base
• Bigger Issues
• The Chatterbox
• The Know-It-All
• The Whiner

Session 14: The Fourth Critical Element – Be a Problem Solver

• Reducing Conflict
• Blending
• Blending Examples
• Redirecting
• Identify Positive Intent
• Identify Highly Valued Criteria
• When Discussions Degenerate Into Conflict
• An Action Plan for Angry, Aggressive People
• Problem Solving in Six Steps
• Making Connections
• Making Connections

Session 15: Seven Steps to Customer Problem Solving

• The Process
• Making Connections
• Making Connections
• The Recovery Process

Session 16: The Fifth Critical Element – Measure It

• Tools to Use
• Critical Evaluation
• Informal Surveys
• Focus Groups
• Fishbone (Cause and Effect, or Root Cause)
• Brainstorming
• Brainstorming
• Measurement in Practice

Session 17: The Sixth Critical Element – Reinforce It

• Keeping Momentum
• Developing and Maintaining Relationships
• Recognizing the Power of Your Behavior
• Likeability Works
• Phrases for Customer Service Success
• How to Feel Powerful in Your Position
• Project Positive Expectations
• Give Credit Where It’s Due
• Rebound from Failure
• Accept Responsibility

Session 18: Dealing With Stress

• About Stress
• Deep Breathing
• Visualize
• Music
• Acupressure and Massage
• Laughter
• Replace Worry with Problem Solving
• Meditation
• Resilience

Session 19: A Personal Action Plan

• Starting Point
• Where I Want to Go
• How I Will Get There 

Recognition & Accreditation

Upon successful completion of this course and achieving a passing score for the assessment, you will be issued with an international continuing education credit (CEU) certificate.

This Certificate is applicable worldwide, which demonstrates your commitment to learning new skills. You can share the certificate with your friends, relatives, co-workers, and potential employers. Also, include it in your resume/CV, professional social media profiles and job applications.

Session 1: Course Overview

• Learning Objectives
• Pre-Assignment

Session 2: What is Customer Service?

• What is Customer Service?
• The Critical Elements of Customer Service
• A Customer Service Focus
• Service is a Philosophy
• Service Means Meeting Customer Expectations
• Service is Not Always Natural

Session 3: Who Are Your Customers?

• Types of Customers
• Internal and External Customers
• VIP Customers
• What Customers Need

Session 4: Meeting Expectations

• Meeting Expectations
• Six Ways to Meet Customers’ Expectations

Session 5: Pre-Assignment Review

• Pre-Assignment Answers

Session 6: Setting Goals

• Creating a Personal Vision Statement
• Step One: Identify Your Values
• Define Your Values
• Put it all Together
• Identifying Dreams and Setting Goals
• Identifying Your Dreams
• SPIRIT
• My Dreams and Goals

Session 7: The Second Critical Element – Defined in Your Organization

• Our Standards
• Sample Standards

Session 8: The Third Critical Element – Given Life by the Employees

• What Do You Think?
• Suggested Answers

Session 9: Communication Skills

• The Importance of Empathy
• About Rephrasing
• Dangerous Misconceptions
• Defining Communication
• Body Language Basics
• Voice
• Open and Closed Questions
• Customer-Focused Questions

Session 10: Telephone Techniques

• It’s Not What You Say, It’s How You Say It
• Your Initial Greeting
• Personalizing Service
• Addressing a Person
• Your Telephone Voice
• Your Listening Ear
• Your Format for Closing
• Handling Everyday Requests
• Transferring Telephone Calls
• Putting Callers on Hold
• Taking a Message
• Taking Messages Accurately and Completely
• What to Record When Taking a Message
• Other Tips for Taking a Message
• Do’s and Don’t’s
• Phrases to Avoid Using
• Sentences That Damage Your Image or Lose Goodwill

Session 11: Dealing With Difficult Customers

• Abrupt Customers
• Abusive Customers
• Angry Customers
• Arrogant Customers
• Bully/Bossy Customers
• Closed-Minded Customers

Session 12: Dealing With Challenges Assertively

• About Assertiveness
• An Assertiveness Formula
• Making Connections

Session 13: Dealing With Difficult People

• Getting to the Heart of the Matter
• What’s Missing?
• Getting to the Big Picture
• The Three F’s
• Types of Difficult People
• The Stubborn One
• The Quiet One
• The Jester
• Yakety-Yak
• Off Base
• Bigger Issues
• The Chatterbox
• The Know-It-All
• The Whiner

Session 14: The Fourth Critical Element – Be a Problem Solver

• Reducing Conflict
• Blending
• Blending Examples
• Redirecting
• Identify Positive Intent
• Identify Highly Valued Criteria
• When Discussions Degenerate Into Conflict
• An Action Plan for Angry, Aggressive People
• Problem Solving in Six Steps
• Making Connections
• Making Connections

Session 15: Seven Steps to Customer Problem Solving

• The Process
• Making Connections
• Making Connections
• The Recovery Process

Session 16: The Fifth Critical Element – Measure It

• Tools to Use
• Critical Evaluation
• Informal Surveys
• Focus Groups
• Fishbone (Cause and Effect, or Root Cause)
• Brainstorming
• Brainstorming
• Measurement in Practice

Session 17: The Sixth Critical Element – Reinforce It

• Keeping Momentum
• Developing and Maintaining Relationships
• Recognizing the Power of Your Behavior
• Likeability Works
• Phrases for Customer Service Success
• How to Feel Powerful in Your Position
• Project Positive Expectations
• Give Credit Where It’s Due
• Rebound from Failure
• Accept Responsibility

Session 18: Dealing With Stress

• About Stress
• Deep Breathing
• Visualize
• Music
• Acupressure and Massage
• Laughter
• Replace Worry with Problem Solving
• Meditation
• Resilience

Session 19: A Personal Action Plan

• Starting Point
• Where I Want to Go
• How I Will Get There

Entry requirements

Students must have basic literacy and numeracy skills.

Minimum education

Open entry. Previous schooling and academic achievements are not required for entry into this course.

Computer requirements

Students will need access to a computer and the internet.

Minimum specifications for the computer are:

Windows:

Microsoft Windows XP, or laterModern and up to date Browser (Internet Explorer 8 or later, Firefox, Chrome, Safari)

MAC/iOS

OSX/iOS 6 or laterModern and up to date Browser (Firefox, Chrome, Safari)

All systems

Internet bandwidth of 1Mb or fasterFlash player or a browser with HTML5 video capabilities(Currently Internet Explorer 9, Firefox, Chrome, Safari)

Students will also need access the following applications:

Adobe Acrobat Reader

Entry requirements:

Students must have basic literacy and numeracy skills.

Minimum education:

Open entry. Previous schooling and academic achievements are not required for entry into this course.

Device requirements:

Students will need access to a computer/any device and the internet.

1.  Who are Courses For Success?

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All our courses are accessible online on any device. You may complete them at your own pace and at your own time.

8.  How do I receive my course?

After
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Providing
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Of course, you will need to be able to self-manage your time and be organized, but with our help, you’ll soon find yourself settling into a comfortable rhythm of study.

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The majority of our courses have unlimited lifetime access, meaning you can access this course whenever you want.

Please also check the course summary, as a small selection of courses have limited access.

13.  How long will my course take?

Course duration, is listed under Course Summary

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All the required material for your course is included in the online system, you do not need to buy anything else.

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You
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Also, include it in your resume/CV, professional social media profiles
and job applications.

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Our
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This course will give you the skills you need to help you obtain employment, but it’s up to you if you get the job or not.

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Studying
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The Certificates are valid for life and do not need renewing. 

22.  Can I take more than one course at a time?

Courses
are studied online at your own pace and you are free to study as many
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topics related to your training goals in one go.

23.  What are the Payment Methods available? Is there a payment plan?

We accept payments via PayPal, Credit Card and Bank Transfer.

Payment Plans: We have partnered with Partial.ly, to offer our own in house payment plan. Everyone is Pre-Approved, providing the initial deposit is paid in full.

To pay via bank transfer contact us info@coursesforsuccess.com

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Yes, you can do this by purchasing individually via website or send us a request via email at info@coursesforsuccess.com

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Yes, you can purchase this course as a gift, simply send an email to info@coursesforsuccess.com, with the course details and we can accommodate this.

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you can customize your own bundle. Please send us the complete list
with the exact course link of the courses you'd like to bundle up via
email info@coursesforsuccess.com and we will create them for you. *Each course access, time of completion and certification varies depending on the course type.

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You can contact our support team, at any time through live chat on our website, or email at info@coursesforsuccess.com, or by calling one of our phone numbers depending on which country you are in.  

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