CPD: The Critical Elements of Customer Service


Learn Your Way.






While many companies promise to deliver an incredible customer experience, some are better at executing this than others. This course is designed around six critical elements of customer service that will ensure an exceptional experience for your customers and bring them back to experience more.
What Will Students Learn?

  1. Understand what a customer service approach actually means
  2. Learn how your own behaviour affects the behaviour of others
  3. Demonstrate confidence and skill at a problem solving
  4. Apply techniques to deal with difficult customers and conflict
  5. Understand how to provide excellent customer service

What Topics are Covered?

  1. What is customer service?
  2. Who are your customers?
  3. Meeting expectations
  4. Setting goals
  5. Communication skills and telephone techniques
  6. Dealing with difficult customers and conflict
  7. Dealing with challenges assertively
  8. Dealing with stress
  9. Conducting self reflection
  10. The first critical element: A focus on customer service
  11. The second critical element: Procedures
  12. The third critical element: Culture
  13. The fourth critical element: Problem solving
  14. The fifth critical element: Measurement
  15. The sixth critical element: Reinforcement


Volume of learning: 6-hours

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