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Customer Service Training: Critical Elements of Customer Service Online Course

While many companies promise to deliver an incredible customer experience, some are better at delivering than others. This course is designed around six critical elements of customer service that, when the company lives them, bring customers back to experience service that outdoes the competition.

Skill Builder Pro is a job skills, soft skills and personal development training platform that has over 300 online courses. Your membership includes access to all courses to learn new skills or refresh your existing skills.

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Your membership gives you access to all 300 of our courses for 6 months.

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Learn The Critical Elements Of Customer Service

While many companies promise to deliver an incredible customer experience, some are better at delivering than others. This course is designed around six critical elements of customer service that, when the company lives them, bring customers back to experience service that outdoes the competition. Learning outcomes:
  • Demonstrate a customer service approach
  • Understand how your own behavior affects the behavior of others
  • Demonstrate confidence and skill as a problem solver
  • Apply techniques to deal with difficult customers
  • Make a choice to provide customer service
Online Access: Study the course online with an internet connection, by any device including PC, MAC, tablet or Smart Phone. Certificate of completion: A certificate of completion will be provided, when you finish the course.

Session 1: Course Overview

  • Learning Objectives
  • Pre-Course Assessment

 Session 2: What is Customer Service?

  • What is Customer Service?
  • The Critical Elements of Customer Service
  • A Customer Service Focus
  • Service is a Philosophy
  • Service Means Meeting Customer Expectations
  • Service is Not Always Natural

 Session 3: Who Are Your Customers?

  • Types of Customers
  • Internal and External Customers
  • VIP Customers
  • What Customers Need

 Session 4: Meeting Expectations

  • Meeting Expectations
  • Six Ways to Meet Customers’ Expectations

 Session 5: Pre-Assignment Review

  • Pre-Assignment Answers

 Session 6: Setting Goals

  • Creating a Personal Vision Statement
  • Step One: Identify Your Values
  • Define Your Values
  • Put it all Together
  • Identifying Dreams and Setting Goals
  • Identifying Your Dreams
  • My Dreams and Goals

 Session 7: The Second Critical Element – Defined in Your Organization

  • Our Standards
  • Sample Standards

 Session 8: The Third Critical Element – Given Life by the Employees

  • What Do You Think?
  • Suggested Answers

 Session 9: Communication Skills

  • The Importance of Empathy
  • About Rephrasing
  • Dangerous Misconceptions
  • Defining Communication
  • Body Language Basics
  • Voice
  • Open and Closed Questions
  • Customer-Focused Questions

 Session 10: Telephone Techniques

  • It’s Not What You Say, It’s How You Say It
  • Your Initial Greeting
  • Personalizing Service
  • Addressing a Person
  • Your Telephone Voice
  • Your Listening Ear
  • Your Format for Closing
  • Handling Everyday Requests
  • Transferring Telephone Calls
  • Putting Callers on Hold
  • Taking a Message
  • Taking Messages Accurately and Completely
  • What to Record When Taking a Message
  • Other Tips for Taking a Message
  • Do’s and Don’t’s
  • Phrases to Avoid Using
  • Sentences That Damage Your Image or Lose Goodwill

 Session 11: Dealing With Difficult Customers

  • Abrupt Customers
  • Abusive Customers
  • Angry Customers
  • Arrogant Customers
  • Bully/Bossy Customers
  • Closed-Minded Customers

 Session 12: Dealing With Challenges Assertively

  • About Assertiveness
  • An Assertiveness Formula
  • Making Connections

 Session 13: Dealing With Difficult People

  • Getting to the Heart of the Matter
  • What’s Missing?
  • Getting to the Big Picture
  • The Three F’s
  • Types of Difficult People
  • The Stubborn One
  • The Quiet One
  • The Jester
  • Yakety-Yak
  • Off Base
  • Bigger Issues
  • The Chatterbox
  • The Know-It-All
  • The Whiner

 Session 14: The Fourth Critical Element – Be a Problem Solver

  • Reducing Conflict
  • Blending
  • Blending Examples
  • Redirecting
  • Identify Positive Intent
  • Identify Highly Valued Criteria
  • When Discussions Degenerate Into Conflict
  • An Action Plan for Angry, Aggressive People
  • Problem Solving in Six Steps
  • Making Connections

 Session 15: Seven Steps to Customer Problem Solving

  • The Process
  • Making Connections
  • The Recovery Process

 Session 16: The Fifth Critical Element – Measure It

  • Tools to Use
  • Critical Evaluation
  • Informal Surveys
  • Focus Groups
  • Fishbone (Cause and Effect, or Root Cause)
  • Brainstorming
  • Brainstorming
  • Measurement in Practice

 Session 17: The Sixth Critical Element – Reinforce It

  • Keeping Momentum
  • Developing and Maintaining Relationships
  • Recognizing the Power of Your Behavior
  • Likeability Works
  • Phrases for Customer Service Success
  • How to Feel Powerful in Your Position
  • Project Positive Expectations
  • Give Credit Where It’s Due
  • Rebound from Failure
  • Accept Responsibility

 Session 18: Dealing With Stress

  • About Stress
  • Deep Breathing
  • Visualize
  • Music
  • Acupressure and Massage
  • Laughter
  • Replace Worry with Problem Solving
  • Meditation
  • Resilience

 Session 19: A Personal Action Plan

  • Starting Point
  • Where I Want to Go
  • How I Will Get There

Soft skills are the “people skills” that ensure a person is capable of relating effectively with others. Soft skills usually include such personality traits as effective communication, work ethic, problem solving, teamwork, networking, motivation, time management, dispute resolution, flexibility, critical thinking and many similar traits.

Whereas hard skills are usually mechanical skills that have been learned, soft skills are somewhat harder to teach. Effective instruction will enhance latent and dormant abilities in the student. 

Interacting with people is a critical part of most jobs. The better your employees are able to interact with others, the better the results will be. Soft skills can make a crucial difference in internal communication, customer service and sales situations.

People with a broad range of soft skills are valued for their adaptability as they are able to transfer their skills from one workplace role to another with comparative ease.

Employers who have a customer service component in their business are particularly appreciative of employees who have a range of soft skills that are appropriate for customer service roles. Good customer service leaves a lasting impression. Great soft people skills can make all the difference.

Skill Builder Pro is an online membership to over 300 of the most important soft skills courses, that your can study from any device, including computer or mobile phone.
Included are:

  • Certificates and Course Transcripts
  • Free Personal Success Program
  • Free Career Planner Workbook
  • Quizzes and assessments

We offer two types of memberships, one for individuals and the other for businesses or people that need multiple people to access the courses.

The individual membership allows for one person to access the lessons and print off personalized certificates. These can be purchased on a yearly or monthly basis. 

For businesses we offer many different pricing options. Please contact us at support@skillbuilderpro.com if you require more than one membership. 

All packages come with a 7-day money back guarantee. This means that if during the 7 days of your first month or year with Skill Builder Pro you don’t want to continue then we’ll provide you with a full refund.

No, but we offer a 7-day money back guarantee for any plan purchased. If you’re not happy within 7 days we’ll process your full refund immediately, no worries whatsoever.

No, you’re not. You are only tied in for the duration of the plan you choose at the point of purchase. This could be six months or yearly.

Your plan will auto-renew at the end of that period, but if you cancel at any point before then it will not auto-renew. 

We will also send you a message before we process any renew payments.

Joining Skill Builder Pro course couldn’t be easier! Just head on over to our membership page and select the best option that suits your needs. If you have any questions, please contact us from the various methods listed on our contact page.

Online learning is just as easy – if not easier – than a traditional academic situation. By studying an online course, the usual boundaries caused by location and time constraints are eliminated, meaning you are free to study where and when you want at your own pace. Of course, you will need to be able to self-manage your time and be organized, but with our help, you’ll soon find yourself settling into a comfortable rhythm of study.

After you have completed your payment, you will be able to login with the credentials you created at signup. We also send a confirmation email with this info.

You can view all courses available by clicking the courses button top left of our website, once you have found the course you would like to take, go to the course page and select the large red button “Start Course”. This will open a window with the course.

You can also log in by using the log in button top right of website.

The average time required to complete a course is 3 – 6 hours, though you can take as long as you like as you have access to complete the course at your own pace.

Yes, assessments and quizzes are provided so you can test your knowledge to make sure you understand the course content.

All students who complete a course receive a certificate of completion.

You will also receive a transcript of course units and courses completed within Skill Builder Pro.

Skill Builder Pro is a job skill, soft skills, and personal development training platform with over 300 online courses. The courses are accessed online via the internet, and users provided with a login.

The course categories include, business skills, human resources, marketing, personal development, sales, management, workplace compliance and Microsoft.

Upon purchase you will have access to all the courses in Skill Builder Pro for a period of six months and is renewable.

Some of the companies we work with include Stack Social, CNN, Entrepreneur, Mashable, and many more.

We provide a 7-day money-back refund guarantee. Please send an email to support@skillbuilderpro.com to submit this request.

There are no entry requirements to take any of these courses. Everyone is encouraged to take these courses.

You do not require a High School Diploma; these courses are open to anyone who would like to study these topics.

These courses are only provided in English.

All the courses are based online and accessed through the Skill Builder Pro online platform via the internet.

Once you have completed the payment, you will receive a confirmation email and tax receipt. You will also receive a username and password to log into the skill builder Pro Platform. If you have the internet and own a reliable computer or device, you will be able to log in and study the courses. Please remember to check your junk folder if you do not receive the email.

You can start immediately after finalizing the purchase of Skill builder Pro, using the username and password provided with your welcome email. Head here to signup https://skillbuilderpro.com/membership/

You do not need to be an expert, but you should be able to use a keyboard, the internet, and have basic skills with Microsoft.

You will have six months access Skill Builder Pro platform (or longer if you have purchased longer), there are no time limits, and you can take as long as you require to complete each course. Access is renewed at the end of six months.

All 300 job skill, soft skills, and personal development courses included, additionally, new courses added monthly, the online materials include content, diagrams, interactive instructions, and quizzes, plus you will receive a certificate upon completion.

You will receive a Certificate of Completion, which demonstrates your commitment to learning new skills. You can share the certificate with your friends, relatives, co-workers, and potential employers. Plus, you can include it in your resume/CV, professional social media profiles, and job applications.

Taking the initiative and completing these courses shows potential employers you are willing to learn new skills to ensure that you have the necessary skills to achieve your tasks.

The Certificates are valid for life and do not need renewing. 

You can complete as many courses as you like.

We accept payments via PayPal, Credit Card, and Bank Transfer. Contact us at support@skillbuilderpro.com, to pay via bank transfer or PayPal.

If you are a business and wish to purchase for multiple people, please contact us at support@skillbuilderpro.com.

Yes, you can request for an invoice via email at support@skillbuilderpro.com

You can purchase this course as a gift, send an email to support@skillbuilderpro.com, with the details and we can accommodate this.

You can contact our support team at any time through live chat on our website, or email at support@skillbuilderpro.com.


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I am going to realise that (after completing 13 Courses already) how much time I can save studying online. Is becoming a bit "addictive” but in a good way. I love it and every free time I am on to doing my exams or explore what other Courses is available out there to enroll later.
Debra Goodlander
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I am an older manager and have ran into several of the examples you explained over the years with younger employees. Reading this has helped me realize where I may have gone wrong. I will be changing the way I handle all my employees. Thank you.
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The Courses have been very detailed and challenging. Different subjects and terminology well laid out and instructive. Key points well presented and course material written in a very informal patient way which keeps the note taking and reading interesting! overall thoroughly enjoyed this course and completing it!
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I loved this course!! It's very informative and straight to the point. I appreciate the opportunity to be able to train for high demand jobs at a cost effective price. Thank you!!! God Bless.”
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