Critical Elements of Customer Service – 2 days
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Critical Elements of Customer Service – 2 days

Critical Elements of Customer Service – 2 days

This two-day 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.

Who should attend: Customer service representatives, technical and support personnel, receptionists, field service representatives, account managers and credit and billing specialists.


– What is customer service? Who are your customers?
– Meeting expectations
– Setting goals
– Communication skills and telephone techniques
– Dealing with difficult customers and people
– Dealing with challenges assertively
– Dealing with stress
– The first critical element: A customer service focus
– The second critical element: Defined in your organization
– The third critical element: Given life by employees
– The fourth critical element: Be a problem solver
– The fifth critical element: Measure it
– The sixth critical element: Reinforce it


Tues.7 & Wed. 8th February
Wed. 19th & Thurs. 20th July

Cost: $550.00/person

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Blended Learning Courses

In light of the current COVID-19 situation and the need to continue to maintain social distancing protocols we are prepared to serve you or in a limited live-in-person setting and in a live-online virtual classroom. Yes! Both our Soft Skills Training Programs and our FranklinCovey Leadership solutions can be delivered virtually.

Virtual Sessions

However you prefer the courses to be delivered, whether live-in-person or live-online, we have adjusted to offer you the best in class experience.

Browse our courses, and let us know if you have any questions or specific training needs. 

Celestial Self Development Centre

E: P: (758) 453-1924