Customer Service Training – Critical Elements of Customer Service


The need to lead, model, and promote the organizational values within a customer service environment is essential for business success. This course will provide you with opportunities to explore your responsibilities within your role as a leader (supervisor or manager) in a customer service environment.


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Learning Objectives

  • Identify ways to establish links between excellence in customer service and your business practices and policies
  • Develop the skills and practices that are essential elements of a customer service-focused manager
  • Recognize what employees are looking for to be truly engaged
  • Recognize who the customers are and what they are looking for
  • Develop strategies for creating engaged employees and satisfied customers in whatever business units you manage


Course Outline

  1. Course Overview
  2. Six Critical Elements
  • Element One: A Customer Service Focus
  • Element Two: Defined in Your Organization
  • Element Three: Given Life by the Employees
  • Element Four: Problem Solving
  • Making Connections
  • Element Five: Measure It
  • Element Six: Reinforce It
  • Measurement in Practice
  1. Understanding Leadership
  • About Leadership
  • Understanding Your Comfort Zone
  • Managing Performance
  • Servant Leadership
  • Onboarding and Orientation
  1. Five Practices of Leadership
  • Challenging, Inspiring, and Enabling
  • Modeling and Heart
  • Practices in Practice
  • Pre-Assignment Review
  1. Personal Action Plan
  2. Recommended Reading List
  3. Post-Course Assessment