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Description:

This is a bundled training package. It contains training for each of the bundled items below:

Course Price
The Customer Service Representative (CSR) $74.95
Support Center Services and Work Environment $74.95
Team and Customer Relationships $74.95
Customer Interactions $74.95

Bundle Price: $199.00
Total Savings: $100.80


The Customer Service Representative (CSR)

It costs a business much more to acquire a new customer than it does to retain an existing one. So it makes sense that a business must do everything it can to support and satisfy existing customers. Handling complaints effectively and efficiently can result in increased customer loyalty. Today's Customer Service Representatives (CSR) and support centers have a vital role to play in ensuring customers' needs are addressed in an effective, efficient manner. This course will familiarize the individual with the basic role of the CSR and the environment in which he performs his duties, including typical roles of the CSR in a support environment, basic tasks accomplished by the CSR, the support center and customer's role in a support environment, how the support center has evolved, and company and support center best practices. This course helps to prepare learners to work in a customer support center or help desk environment.
  • recognize the Customer Service Representative's (CSR) contribution to business
  • identify why the Customer Service Representative (CSR) is valued by modern businesses
  • apply the skills of the Customer Service Representative (CSR) in a given scenario
  • recognize examples of the phases in the CSR call process
  • apply the ethical standards expected of a Customer Service Representative in a given scenario
  • determine which ethical guidelines have been followed in a given scenario
  • recognize the benefits of the support center for the customer and the company
  • identify examples of where the support center serves its purpose to the customer
  • identify examples of purposes served by the support center for the company
  • identify examples of a support center's responsibilities to the customer
  • identify the support center's responsibilities to the Customer Service Representative
  • recognize the different phases of the support center evolution
  • apply the CRM methods employed by the support center in a given scenario
  • recognize the benefits of adhering to support center policies and best practices
  • identify the purpose of organizational policies
  • recognize the benefits of adhering to organizational policies
  • match topics featured in a support center policy to examples
  • determine the support source most suitable in a given scenario

Support Center Services and Work Environment

The keys to success are creating a support culture that focuses on your customers' needs and building up your support team's skills and knowledge to provide that support. This course is intended to introduce the learner to the basic levels of service commitments, ethics, and attitude expected of customer service representatives. Best practices, personal accountability, enhancing the image of the organization, and the work environment are covered. This course helps to prepare learners to work in a customer support center or help desk environment.
  • recognize the characteristics of good customer support
  • recognize the importance of an ethical approach to customer support
  • match customer support best practices to examples
  • identify what role managers play in encouraging Customer Service Representatives to follow best practice guidelines
  • identify company actions/policies that represent a commitment to a high level of customer support in a given scenario
  • apply methods of ensuring Customer Service Representatives take personal responsibility
  • recognize how commitment to customers is demonstrated in given scenarios
  • recognize how to protect the good image of the organization while supporting customers
  • recognize the benefits of having a positive service attitude
  • recognize examples of customer support provided with an excellent service attitude
  • identify personal methods of projecting an excellent service attitude
  • identify the factors involved in creating an effective customer support work environment
  • create a collaborative and supportive work environment in a given scenario
  • identify employee programs that help create a supportive work environment
  • identify the benefits of a collaborative and supportive work environment
  • identify the benefits of providing Customer Service Representatives with shared workspaces
  • identify the problems associated with shared workspaces
  • identify the advantages of private workspaces

Team and Customer Relationships

This course will familiarize the learner with the underlying benefits and skills needed to establish team and customer relationships. Teamwork is a critical component of a support center. This course looks at the individual responsibilities of each team member, as well as the team as a whole. It also addresses the role of strong leadership in building and maintaining successful teams. In a support center, customer relationships are everything – and communication is king! Many customer problems are caused by communication breakdowns. This course explores how to avoid communication breakdowns by involving customers in problem solving, and being able to communicate effectively in the global community, where cross-cultural issues abound. This course helps to prepare learners to work in a customer support center or help desk environment.
  • recognize the benefits of teamwork in a support center
  • match actions that will promote teamwork in a Customer Support Center to examples of each
  • recognize the objectives of teamwork
  • recognize the characteristics of an effective leader
  • recognize the characteristics of a supportive workplace
  • determine the obstacles to a team's success in a given scenario and recommend actions for improvement
  • recognize examples of the strategies a strong team leader can use to develop an effective team
  • recognize examples of techniques for establishing relationships with other departments
  • recognize the benefits of being able to relate to customers
  • recognize examples of techniques for establishing effective customer relationships
  • in a given scenario, encourage customer involvement in problem solving
  • identify the techniques used to involve customers in solving problems
  • match the methods used for effective cross-cultural communication to examples
  • recognize how language barriers can impact your communications with customers

Customer Interactions

Failing to realize the importance of customer service and effective complaint handling leads to increasingly dissatisfied customers. Organizations need to be able to address the needs of customers in an effective and efficient manner. This course is intended to show the proper procedures and processes needed to provide effective customer service: how to properly support a customer, how to overcome communication problems, and how to use active listening. This course helps to prepare learners to work in a customer support center or help desk environment.
  • recognize the benefits of using effective communication skills
  • classify examples of communication as formal or informal
  • apply common methods to overcome the barriers to effective communication in a given scenario
  • identify the typical barriers to effective communication
  • recognize the benefits of using voice attributes to influence how you are perceived by customers
  • use effective speaking skills in a given scenario
  • match each technique for improving your speaking skills to its associated benefit
  • match positive and negative vocal cues with examples
  • recognize the benefits of having effective listening skills
  • recognize the benefits to using the best practices of effective listening
  • match factors that prevent effective listening to the appropriate example
  • use active listening skills to deal with a customer in a given scenario
  • recognize the benefits of using active listening
  • match the classifications of the mirroring behaviors involved in active listening to the appropriate example
  • recognize conditions that could create barriers to active listening in a customer support situation
  • apply appropriate paraphrasing skills to deal with a customer in a given scenario
  • recognize the benefits of paraphrasing
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Customer Service Representative, Professionalism e-learning bundle
  • Course ID:
    252587
  • Duration:
    13 hours
  • Price:
    $199