The primary purpose of every business is to have their customers return repeatedly, even in the midst of competition. But this will be quite difficult if what is offered the customers makes them just satisfied.
Here’s why: Independent studies of both Motorola and Xerox confirm that customers who are just satisfied were five times as likely to purchase from another source as customers who are highly satisfied.
And conversely, highly satisfied customers are four times as likely to buy again from the same organization within the next six months as customers who are just satisfied.
This implies that organizations must know their customers, what their needs are, and how to make them highly satisfied.
However, while many organizations promise excellent customer service that will make customers highly satisfied, some are better at delivering than others.
This course is designed around six critical elements of customer service that, when the organization lives them, bring customers back to experience service that outdoes the competition.
And considering the impact of internal service quality on the service the customer ultimately receives, it’s important that every employee, regardless of their primary role, possesses good customer service skills.
Very rich in content, interactive, and conveniently delivered, this course offers a blend of all the key skills required by employees to deliver excellent customer service.
Course Objectives
After completing this course, participants will be able to:
Course Outline
Session 1: Course Overview
Session 2: What is Customer Service?
Session 3: Who Are Your Customers?
Session 4: Meeting Expectations
Session 5: Pre-Assignment Review
Session 6: Setting Goals
Session 7: The Second Critical Element – Defined in Your Organization
Session 8: The Third Critical Element – Given Life by the Employees
Session 9: Communication Skills
Session 10: Telephone Techniques
Session 11: Dealing With Difficult Customers
Session 12: Dealing With Challenges Assertively
Session 13: Dealing With Difficult People
Session 14: The Fourth Critical Element – Be a Problem Solver
Session 15: Seven Steps to Customer Problem Solving
Session 16: The Fifth Critical Element – Measure It
Session 17: The Sixth Critical Element – Reinforce It
Session 18: Dealing With Stress
Session 19: A Personal Action Plan
Post-Course Assessment
Certificate
The LearnSmart Advantage
Flexible, Participant-Paced Learning
All LearnSmart courses are delivered online through our interactive learning platform, allowing participants to learn wherever and whenever it is convenient.
Using the unique login details we provide, participants simply access the course through their web browser on a computer, smartphone, or tablet – no special software installation required.
Because every participant learns differently, each person controls their own pace. They can pause, reflect, revisit previous lessons, and continue exactly where they stopped. Progress is automatically saved, making learning convenient even for busy professionals.
Most participants complete their training within one week, although they have 30 days of access (extendable where necessary).
Designed for Better Learning
LearnSmart courses are carefully designed to maximize understanding, participation, and long-term retention – not simply content consumption.
Throughout each course, participants actively engage with practical questions, exercises, knowledge checks, and interactive learning activities that reinforce understanding as they progress.
Unlike traditional classroom sessions where learning must keep pace with the facilitator, LearnSmart allows every participant to spend more time on concepts they find challenging while moving quickly through familiar areas. This flexibility leads to deeper understanding, stronger retention, and greater confidence in applying new knowledge on the job.
For the best learning experience, we recommend completing the course in shorter learning sessions spread over several days rather than trying to finish everything in one sitting.
Learning Management & Participant Support
Learning does not end after enrollment.
Our team stays in touch with participants throughout their learning journey, providing reminders, encouragement, and support until they complete their course. This proactive approach contributes to our consistently high course completion rates.
Organizational Progress Reports
For organizations enrolling employees, we provide periodic training reports until all participants complete their courses.
Each report includes:
This enables managers and HR teams to monitor participation and completion without additional administrative effort.
Certificate of Training
Participants who successfully complete the course receive a LearnSmart Certificate of Training.
Included with Every Course
Every enrollment includes:
How to Get Started
Choose the enrollment option that best suits your needs.
Option 1 – For Organizations
This option is ideal for organizations enrolling one or more employees.
Email the following information to staffelearning@learnsmartglobal.com:
Once we receive these details, we will:
Throughout the training period, your organization will receive periodic progress reports showing each participant's learning progress, assessment score, total learning time, and latest course activity.
Option 2 – Individual Enrollment
Simply click "Enroll For This Course" and complete our secure online checkout using your Visa, Master, or Amex card.
Once your payment is successful, we are automatically notified, after which we will:
We look forward to welcoming you to LearnSmart and supporting you throughout your learning journey.
The primary purpose of every business is to have their customers return repeatedly, even in the midst of competition. But this will be quite difficult if what is offered the customers makes them just satisfied.
Here’s why: Independent studies of both Motorola and Xerox confirm that customers who are just satisfied were five times as likely to purchase from another source as customers who are highly satisfied.
And conversely, highly satisfied customers are four times as likely to buy again from the same organization within the next six months as customers who are just satisfied.
This implies that organizations must know their customers, what their needs are, and how to make them highly satisfied.
However, while many organizations promise excellent customer service that will make customers highly satisfied, some are better at delivering than others.
This course is designed around six critical elements of customer service that, when the organization lives them, bring customers back to experience service that outdoes the competition.
And considering the impact of internal service quality on the service the customer ultimately receives, it’s important that every employee, regardless of their primary role, possesses good customer service skills.
Very rich in content, interactive, and conveniently delivered, this course offers a blend of all the key skills required by employees to deliver excellent customer service.
Course Objectives
After completing this course, participants will be able to:
Course Outline
Session 1: Course Overview
Session 2: What is Customer Service?
Session 3: Who Are Your Customers?
Session 4: Meeting Expectations
Session 5: Pre-Assignment Review
Session 6: Setting Goals
Session 7: The Second Critical Element – Defined in Your Organization
Session 8: The Third Critical Element – Given Life by the Employees
Session 9: Communication Skills
Session 10: Telephone Techniques
Session 11: Dealing With Difficult Customers
Session 12: Dealing With Challenges Assertively
Session 13: Dealing With Difficult People
Session 14: The Fourth Critical Element – Be a Problem Solver
Session 15: Seven Steps to Customer Problem Solving
Session 16: The Fifth Critical Element – Measure It
Session 17: The Sixth Critical Element – Reinforce It
Session 18: Dealing With Stress
Session 19: A Personal Action Plan
Post-Course Assessment
Certificate
The LearnSmart Advantage
Flexible, Participant-Paced Learning
All LearnSmart courses are delivered online through our interactive learning platform, allowing participants to learn wherever and whenever it is convenient.
Using the unique login details we provide, participants simply access the course through their web browser on a computer, smartphone, or tablet – no special software installation required.
Because every participant learns differently, each person controls their own pace. They can pause, reflect, revisit previous lessons, and continue exactly where they stopped. Progress is automatically saved, making learning convenient even for busy professionals.
Most participants complete their training within one week, although they have 30 days of access (extendable where necessary).
Designed for Better Learning
LearnSmart courses are carefully designed to maximize understanding, participation, and long-term retention – not simply content consumption.
Throughout each course, participants actively engage with practical questions, exercises, knowledge checks, and interactive learning activities that reinforce understanding as they progress.
Unlike traditional classroom sessions where learning must keep pace with the facilitator, LearnSmart allows every participant to spend more time on concepts they find challenging while moving quickly through familiar areas. This flexibility leads to deeper understanding, stronger retention, and greater confidence in applying new knowledge on the job.
For the best learning experience, we recommend completing the course in shorter learning sessions spread over several days rather than trying to finish everything in one sitting.
Learning Management & Participant Support
Learning does not end after enrollment.
Our team stays in touch with participants throughout their learning journey, providing reminders, encouragement, and support until they complete their course. This proactive approach contributes to our consistently high course completion rates.
Organizational Progress Reports
For organizations enrolling employees, we provide periodic training reports until all participants complete their courses.
Each report includes:
This enables managers and HR teams to monitor participation and completion without additional administrative effort.
Certificate of Training
Participants who successfully complete the course receive a LearnSmart Certificate of Training.
Included with Every Course
Every enrollment includes:
How to Get Started
Choose the enrollment option that best suits your needs.
Option 1 – For Organizations
This option is ideal for organizations enrolling one or more employees.
Email the following information to staffelearning@learnsmartglobal.com:
Once we receive these details, we will:
Throughout the training period, your organization will receive periodic progress reports showing each participant's learning progress, assessment score, total learning time, and latest course activity.
Option 2 – Individual Enrollment
Simply click "Enroll For This Course" and complete our secure online checkout using your Visa, Master, or Amex card.
Once your payment is successful, we are automatically notified, after which we will:
We look forward to welcoming you to LearnSmart and supporting you throughout your learning journey.
