Critical Elements of Customer Service

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Gain a basic understanding of the importance of good customer service practices. This course outlines the six elements of customer service that help to make an organization successful. Communication techniques and strategies for dealing with problematic situations are discussed in detail.




About the Course

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

Course Schedule

This course is self-paced allowing you flexibility in the time needed to complete the courses.

Elements of the course:

  • Practice activities
  • Learn More opportunities
  • Quizzes
  • Reference materials
  • Final assessment

Course Chapters

  • What is Customer Service?
  • Critical Elements of Customer Service
  • The First Element
  • The Second Element
  • The Third Element
  • The Fourth Element
  • The Fifth Element
  • The Sixth Element
  • Communication Skills
  • Telephone Techniques
  • Dealing with Difficult Customers
  • Dealing with Challenges/li>
  • Dealing with Difficult People

Course Objectives

After completing this course, learners should be able to:

  • Describe what a customer service approach is
  • Identify key components of good customer service
  • Demonstrate confidence and skill as a problem solver
  • Apply techniques to deal with difficult customers
  • Know how to provide excellent customer service

Recommended Background

No pre-requisites are required. This course is intended for any employee who desires to sharpen their own team’s customer service skills.


Aside from an internet connection, what resources will I need for the course?

No additional resources are required for this course.

Will I get a certificate after completing the course?

Yes! All courses include a final assessment to evaluate your understanding of key course concepts. A certificate of completion will be offered to you if you complete the assessment with a score of 80% or higher.

Why should I take this course?

Each Eppley e-course is designed collaboratively among experienced instructional designers, subject matter experts, and our partner organizations and institutions. The course curriculum includes current information and best practices in the field, and it is recognized by national leaders in parks, recreation, and land management. Not only will this course benefit your career by expanding your knowledge base, but it will also enhance your application and problem-solving skills.

For more frequently asked questions, please visit our Help Center.


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