Critical Elements of Customer Service

Critical Elements of Customer Service


While many companies promise to deliver an incredible customer experience, some are better at supplying this than others. This virtual, live instructor lead workshop is designed for those with an existing level of customer service who wish to build their knowledge. The session focuses on six critical elements of customer service that, when a company truly embraces them, bring customers back to experience service that outdoes the competition.  

What Will Participants Learn? 

  • To understand what a customer service approach is 

  • To understand how your own behavior affects the behavior of others 

  • To demonstrate confidence and skill as a problem solver 

  • To apply techniques to deal with difficult customers 

  • Know how to provide excellent customer service 

What Topics are Covered? 

  • What is customer service? Who are your customers? 

  • Meeting expectations 

  • Setting goals 

  • Communication skills and telephone techniques 

  • Dealing with difficult customers and people 

  • Dealing with challenges assertively 

  • Dealing with stress 

  • Conducting a reflection 

  • The first critical element: A focus on customer service 

  • The second critical element: Procedures 

  • The third critical element: Culture 

  • The fourth critical element: Problem solving 

  • The fifth critical element: Measurement 

  • The sixth critical element: Reinforcement 


Delivery Method: Virtual Session – Zoom Meetings

Course Fee Includes: Access to the course, course materials, and a digital certificate upon completion. 


This course is delivered in partnership with local and provincial construction associations across Canada. You will be participating with a group of industry peers from multiple regions. 

Sharing a single registration between two or more individuals is not permitted. Please register each person that will be in attendance.


There are no prerequisites for this course.

Who Should Attend

Anyone working in a customer-facing role who wishes to improve their performance.? This is an advanced session for those who already have basic customer service skills. 

Technical Requirements

  1. Computer or laptop

    • This course will involve on-screen interaction with your instructor and classmates, reading/viewing on-screen content (slides or videos), and interacting via typing with questions or responses. For this reason, cell phones may not be adequate. 

    • Windows 10 or Mac iOS. 

  1. Webcam (Mandatory)– in order to engage and collaborate, participants will be expected to have their webcams on for the duration of the class

  2. Microphone (Mandatory)

  3. Internet connection- For best results, you will want to ensure you have an internet connection with an upload/download speed of 3-5 Mbps. You can test your internet speed here. The minimum recommended speed is 1.5 Mbps, but anything below 3 Mbps may result in loss of quality or buffering. Ideally hardwired connection versus wireless for stability - connect your computer directly to your router using an ethernet cable, rather than using your home wi-fi.

  4. A quiet space with minimal distractions –The microphone will be engaged for interactive sessions. Please plan to be fully engaged in the class and clear your work schedule just as you would for the in-class program.

  5. Comfortable chair