Anticipatory Customer Service Experience Training

Module 1: What is customer service? 

• Definitions 

• The First Critical Element – A Customer Service Focus 

Module 2: Who Are Your Customers? 

Module 3: Meeting Expectations 

Module 4: The Second Critical Element – Defined in Your Organization 

• What are Our Standards? 

Module 5: The Third Critical Element – Given Life by the Employees 

• What do you think? 

Module 6: Communication Skills 

• Empathy 
• Defining Communication 

• Asking Questions 

Module 7: Telephone Techniques 

• Telephone Basics 
• Handling Everyday Requests 
• Tips and Tricks 

Module 8: Dealing with Difficult Customers 

• Small Group Work 

Module 9: Dealing with Challenges Assertively 

• An Assertiveness Model 
• Small Group Work 

Module 10: The Fourth Critical Element – Be a Problem Solver 

• Reducing Conflict 
• Problem Solving in Six Steps 
• Role Play 

Module 11: The Fifth Critical Element—Measure It 

• Tools to Use 
• Measurement in Practice 

Module 12: The Sixth Critical Element – Reinforce It 

• Reinforcement Techniques 
• Power Talk