{"product_id":"critical-elements-of-customer-service","title":"Critical Elements of Customer Service","description":"\u003cdiv class=\"ebsi-team-licence-note\"\u003e\u003cp\u003e\u003cstrong\u003eBuying for a team?\u003c\/strong\u003e\u003cbr\u003eChoose 5 or 10 licences to purchase access for multiple learners at a reduced per-person rate. After purchase, eBSI will contact you to confirm the learner details and arrange course access for each participant.\u003c\/p\u003e\u003c\/div\u003e\n\u003c!-- ebsi-sales-wrapper --\u003e\u003cdiv class=\"ebsi-sales-wrapper\"\u003e\n\u003cp\u003e\u003cstrong\u003eDevelop practical knowledge and confidence in Critical Elements of Customer Service.\u003c\/strong\u003e\u003c\/p\u003e\n\u003cp\u003eWhile 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.\u003c\/p\u003e\n\u003ch3\u003eWhy this course matters\u003c\/h3\u003e\n\u003cp\u003eThis course turns the subject into practical, structured learning you can apply in real business and workplace situations. It is designed to help you move beyond definitions and understand how the ideas, tools and decisions covered in the course fit together.\u003c\/p\u003e\n\u003ch3\u003eWhat you will gain\u003c\/h3\u003e\n\u003cul\u003e\n\u003cli\u003eUnderstand the core principles and practical approaches covered in Critical Elements of Customer Service.\u003c\/li\u003e\n\u003cli\u003eRecognise situations where those approaches can improve workplace decisions or performance.\u003c\/li\u003e\n\u003cli\u003eApply the course ideas more confidently in day-to-day professional situations.\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003ch3\u003eWho is this course for?\u003c\/h3\u003e\n\u003cp\u003eThis course is suitable for HR professionals, managers, supervisors and people responsible for workplace policies, employee development or team performance.\u003c\/p\u003e\n\u003ch3\u003eCourse at a glance\u003c\/h3\u003e\n\u003cul\u003e\n\u003cli\u003e\n\u003cstrong\u003eStudy time:\u003c\/strong\u003e approximately 2 hours.\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003eFormat:\u003c\/strong\u003e self-paced online learning.\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003eProfessional development:\u003c\/strong\u003e CPD course.\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/div\u003e\n\u003cp class=\"ng-scope\"\u003eWhile 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.\u003c\/p\u003e\n\u003cp class=\"ng-scope\"\u003eAfter you complete this course, you will be able to:\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eUnderstand what a customer service approach is\u003c\/li\u003e\n\u003cli\u003eUnderstand how your own behavior affects the behavior of others\u003c\/li\u003e\n\u003cli\u003eDemonstrate confidence and skill as a problem solver\u003c\/li\u003e\n\u003cli\u003eApply techniques to deal with difficult customers\u003c\/li\u003e\n\u003cli\u003eKnow how to provide excellent customer service\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003e\u003cu\u003eCourse Topics:\u003c\/u\u003e\u003c\/strong\u003e\u003c\/p\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eSession One: Course Overview\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eLearning Objectives \u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eSession Two: What is Customer Service?\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eWhat is Customer Service?\u003c\/li\u003e\n\u003cli\u003eWho Are Your Customers?\u003c\/li\u003e\n\u003cli\u003eMeeting Expectations\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eSession Four: Setting Goals\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eCreating a Personal Values Statement\u003c\/li\u003e\n\u003cli\u003eStep One: Identify Your Values\u003c\/li\u003e\n\u003cli\u003eStep Two: Define Your Values\u003c\/li\u003e\n\u003cli\u003eStep Three: Put It All Together\u003c\/li\u003e\n\u003cli\u003eIdentifying and Setting Goals\u003c\/li\u003e\n\u003cli\u003eIdentifying Your Goals\u003c\/li\u003e\n\u003cli\u003eOur Values Statement\u003c\/li\u003e\n\u003cli\u003eWhat is a SMART Goal?\u003c\/li\u003e\n\u003cli\u003eHow to Create a SMART Goal Statement, Part One\u003c\/li\u003e\n\u003cli\u003eHow to Create a SMART Goal Statement, Part Two\u003c\/li\u003e\n\u003cli\u003eHow to Create a SMART Goal Statement, Part Three\u003c\/li\u003e\n\u003cli\u003eHow to Create a SMART Goal Statement, Part Four\u003c\/li\u003e\n\u003cli\u003eMaking Connections\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e \u003cstrong\u003eSession Five: The Critical Elements of Customer Service\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eSix Elements of Customer Service\u003c\/li\u003e\n\u003cli\u003eThe First Critical Element – A Focus on Customer Service\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eSession Six: The Second Critical Element – Procedures\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eWhat are Our Standards?\u003c\/li\u003e\n\u003cli\u003eDrafting Standards\u003c\/li\u003e\n\u003cli\u003eMaking Connections\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eSession Seven: The Third Critical Element – Culture\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eWhat Do You Think?\u003c\/li\u003e\n\u003cli\u003eCreating a Customer Service Culture\u003c\/li\u003e\n\u003cli\u003eQuiz\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eSession Eight: The Fourth Critical Element – Problem-Solving\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eSeven Steps to Customer Problem Solving\u003c\/li\u003e\n\u003cli\u003eMaking Connections, Part One\u003c\/li\u003e\n\u003cli\u003eMaking Connections, Part Two\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eSession Nine: The Fifth Critical Element – Measurement\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eTools to Use\u003c\/li\u003e\n\u003cli\u003eMeasurement in Practice\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eSession Ten: The Sixth Critical Element – Reinforcement\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eReinforcement Techniques\u003c\/li\u003e\n\u003cli\u003eDeveloping and Maintaining Relationships\u003c\/li\u003e\n\u003cli\u003eRecognizing the Power of Your Behavior\u003c\/li\u003e\n\u003cli\u003eLikeability Works\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eSession Eleven: Communication Skills\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eDefining Communication, Part One\u003c\/li\u003e\n\u003cli\u003eDefining Communication, Part Two\u003c\/li\u003e\n\u003cli\u003eBody Language Basics\u003c\/li\u003e\n\u003cli\u003eVoice\u003c\/li\u003e\n\u003cli\u003eAsking Questions, Part One\u003c\/li\u003e\n\u003cli\u003eAsking Questions, Part Two\u003c\/li\u003e\n\u003cli\u003eEmpathy\u003c\/li\u003e\n\u003cli\u003eDangerous Misconceptions\u003c\/li\u003e\n\u003cli\u003ePower Talk\u003c\/li\u003e\n\u003cli\u003eHow to Feel Powerful in Your Position\u003c\/li\u003e\n\u003cli\u003eBasics of Good Communication\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eSession Twelve: Telephone Techniques\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eTelephone Basics\u003c\/li\u003e\n\u003cli\u003eHandling Everyday Requests\u003c\/li\u003e\n\u003cli\u003eTaking a Message\u003c\/li\u003e\n\u003cli\u003eTips and Tricks\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eSession Thirteen: Dealing With Difficult Customers\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eReducing Conflict\u003c\/li\u003e\n\u003cli\u003eWhen Discussions Degenerate into Conflict, Part One\u003c\/li\u003e\n\u003cli\u003eWhen Discussions Degenerate into Conflict, Part Two\u003c\/li\u003e\n\u003cli\u003eCaller Behavior\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eSession Fourteen: Dealing With Challenges Assertively\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eAn Assertiveness Model, Part One\u003c\/li\u003e\n\u003cli\u003eAn Assertiveness Model, Part Two\u003c\/li\u003e\n\u003cli\u003eAn Assertiveness Model Example\u003c\/li\u003e\n\u003cli\u003eDealing With Challenges\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eSession Fifteen: Dealing With Difficult People\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eGetting to the Heart of the Matter\u003c\/li\u003e\n\u003cli\u003eWhat is Missing? Part One\u003c\/li\u003e\n\u003cli\u003eWhat is Missing? Part Two\u003c\/li\u003e\n\u003cli\u003eThe Three F’s\u003c\/li\u003e\n\u003cli\u003eServing Difficult People\u003c\/li\u003e\n\u003cli\u003eThe Recovery Process\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eSession Sixteen: Reflective Practice\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eConducting a Reflection, Part One\u003c\/li\u003e\n\u003cli\u003eConducting a Reflection, Part Two\u003c\/li\u003e\n\u003cli\u003eConducting a Reflection, Part Three\u003c\/li\u003e\n\u003cli\u003eReflections, Part One\u003c\/li\u003e\n\u003cli\u003eReflections, Part Two\u003c\/li\u003e\n\u003cli\u003eReflections, Part Three\u003c\/li\u003e\n\u003cli\u003eReflective Diary\u003c\/li\u003e\n\u003cli\u003eReflective Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eSession Seventeen: Dealing With Stress\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eAbout Stress\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cform novalidate=\"novalidate\" class=\"form-horizational ng-pristine ng-valid\" action=\"https:\/\/ebsi.learnupon.com\/courses\/3002371\/details\" name=\"course_form\" method=\"post\" post-form-no-ajax=\"\"\u003e\n\u003cdiv class=\"card\"\u003e\n\u003csection\u003e\n\u003cdiv class=\"ng-scope\" ng-if=\"!!course.objectives\"\u003e\n\u003cdiv class=\"ck-editor-content ng-binding\" trust=\"\" bind-html-compile=\"course.objectives\"\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003c\/div\u003e\n\u003c\/div\u003e\n\u003c\/section\u003e\n\u003c\/div\u003e\n\u003c\/form\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003c!-- ebsi-cross-sell --\u003e\u003cdiv class=\"ebsi-cross-sell\"\u003e\n\u003ch3\u003eContinue your learning\u003c\/h3\u003e\n\u003cp\u003e\u003cstrong\u003ePart of this learning pathway:\u003c\/strong\u003e \u003ca href=\"\/collections\/workplace-essentials\"\u003eWorkplace Essentials\u003c\/a\u003e\u003c\/p\u003e\n\u003c\/div\u003e\n\u003c!-- ebsi-academy-breadcrumb --\u003e\n\u003chr\u003e\u003cdiv class=\"ebsi-course-pathway\"\u003e\n\u003cp\u003e\u003cstrong\u003eCourse pathway:\u003c\/strong\u003e \u003ca href=\"\/pages\/welcome-to-ebsi-sme-academy\"\u003eeBSI SME Academy\u003c\/a\u003e \u0026gt; \u003ca href=\"\/collections\/workplace-essentials\"\u003eWorkplace Essentials\u003c\/a\u003e \u0026gt; Critical Elements of Customer Service\u003c\/p\u003e\n\u003cp\u003eExplore more \u003ca href=\"\/collections\/workplace-essentials\"\u003eWorkplace Essentials\u003c\/a\u003e training or return to the \u003ca href=\"\/pages\/welcome-to-ebsi-sme-academy\"\u003eeBSI SME Academy\u003c\/a\u003e.\u003c\/p\u003e\n\u003c\/div\u003e","brand":"eBSI Export Academy","offers":[{"title":"Individual Licence (EUR 40)","offer_id":42926787854514,"sku":"VS-145","price":44.0,"currency_code":"USD","in_stock":true},{"title":"5 Licences (EUR 35 each)","offer_id":59260655894876,"sku":null,"price":193.0,"currency_code":"USD","in_stock":true},{"title":"10 Licences (EUR 30 each)","offer_id":59260655927644,"sku":null,"price":330.0,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0077\/7604\/3071\/products\/CriticalElementsofCustomerService.png?v=1677550053","url":"https:\/\/www.ebsiamericas.com\/products\/critical-elements-of-customer-service","provider":"eBSI Export Academy","version":"1.0","type":"link"}