Critical Elements of Customer Service


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Critical Elements of Customer Service

Our Critical Elements of Customer Service training materials provides you with a fully-customizable package of courseware content for delivery to your employees and/or students. Everything you need to run the course is included, just add trainer!


All courseware print licences are perpetual – buy once and use forever!

  • Fully customizable. Sold on a site licence basis, you can tailor ALL content to meet specific learning or corporate requirements.
  • Digital download. Content is available to download after purchase.
  • Proven. Our course materials are used in hundreds of training centres around the world. Every course is fully beta tested and validated in the classroom before undergoing a full production release.
  • Simple… No need to invest in expensive DTP applications – all files are easily editable in any word processor.
  • Print on demand. You only need to print exactly what you need, when you need it.
  • Totally flexible. Courses can be modified to meet specific requirements. Sections can be removed. New content added. One or more titles can be combined. Whatever your training requirements, our courseware can help you meet that need.
  • Unlimited users. Content is sold on a site licence basis. You can train as many staff or employees at that location as you like. Forever!
  • Buy once. Use forever! You’re buying a perpetual licence. One payment gives you an unlimited site licence for use as long as you need it.
  • No limits! Unlike some content providers, our licence enables you to reprint the courseware as many times as you like. 1 student or 100,000. No limits…


Student manual

Fully customisable. May be opened in any word processor and changed to meet your exact needs.

Trainer manual

Fully customisable with additional information for trainers.

Ice breakers and classroom activities

Empty section. Edit page to add content here.

Pre-assignment exercise

Pre-assignment exercise. Fully customisable. Helps to reinforce the delegates understanding of the course contents.

Course outline

Content overview. Fully customisable. Comprehensive course overview to help you market your course to your customers.

PowerPoint presentations

PowerPoint presentations. Fully customisable. Complete set of PowerPoint slides for use by the trainer.

Sales information sheets

Sales information sheets. Fully customisable. Information sheets to help you sell your course to your employees or external customers.

Additional reading materials

Additional reading… Fully customisable. Give your students some recommended further reading materials for this course.

The Customer Service Critical Elements Courseware begins by asking participants if they have ever encountered an unpleasant customer or sales situation and not known what to do? As well, participants will be asked if they ever worry that they’re not assertive enough with demanding people? Do they struggle to solve problems? This course will teach participants to know their customers and their needs. Individual and organizational goals are also discussed within this Customer Service training material.

  • Introduction and Course Overview You will spend the first part of the day getting to know participants and discussing what will take place during the workshop. Students will also have an opportunity to identify their personal learning objectives.
  • What is Customer Service? This session will get participants thinking about the information to be covered through small and large group discussion.
  • Who Are Your Customers? In most organizations and agencies, customers take two forms: internal and external. This session will look at both types of customers.
  • Meeting Expectations This session will focus on the four critical areas that customers have expectations for.
  • Presenting Yourself Properly Using individual testing, participants will take a look at the impression they give customers and ways they can improve.
  • Setting Goals and Targets During this session, we will look at setting SMART goals.
  • Standards Participants will participate in a brief lecture about standards, and then they will develop a set of standards for the four key components of customer service.
  • Communication This session will focus on communication barriers and how we can overcome them.
  • Telephone Techniques This brief lecture will look at an ideal telephone call, from the greeting to the conclusion. We will also look at common situations, such as placing a caller on hold and taking a message.
  • Managing the Talkative Caller Talkative people are often interesting and enjoyable, but on the telephone they can take up a lot of time. Participants will work in small groups to identify ways to deal with talkative callers.
  • Dealing with Difficult Callers During this session, participants will work in small groups to complete a mix-and-match exercise on common types of difficult callers and appropriate responses.
  • Dealing with Challenges There are many types of unexpected challenges that we can encounter every day. Participants will work on small groups to develop responses to some of these issues.
  • Increasing Your Assertiveness We will explore an easy four-step formula that will help you communicate more effectively and assertively.
  • Dealing with Difficult People This session will give participants an opportunity to understand difficult behavior, identify some coping strategies, and discuss the difficult person they find most trying.
  • Dealing with Conflict We will examine five ways to deal with conflict.
  • The Problem Solving Process We will look at a six step plan for solving problems. Then, participants will apply the plan to a case study.
  • Seven Steps to Customer Problem Solving We will look at a plan designed specifically for solving customer service problems. Then, participants will practice using the plan in a role play.
  • The Recovery Process During this session, we will look at a six-step process that you can use to turn customers around.
  • Eliminating Customer Service Problems Wouldn’t it be great if you never had to deal with an upset customer again? This session will examine some ways that you can reduce customer service issues.
  • Service PRIDE is a Team Effort This session will look at five things that the company as a team can do to improve customer service.
  • Doing Your Part This session will help participants identify ways that they can make a personal contribution to successful customer service.
  • Dealing with Stress This session will offer some quick, easy ways to de-stress in any place, at any time.
  • Workshop Wrap-Up At the end of the day, students will have an opportunity to ask questions and fill out an action plan