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Description:

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

Course Price
Conflict, Stress, and Time Management $74.95
Customer Service Processes and Procedures $74.95
Quality in a Support Center $74.95
Support Center Tools, Technologies and Metrics $74.95
Dealing with Irrational Customers and Escalating Complaints $74.95

Bundle Price: $199.00
Total Savings: $175.75


Conflict, Stress, and Time Management

Each customer wants her problem to be the most important problem to the Customer Service Representative (CSR). For the CSR, adapting to each customer's communication style, understanding each customer's emotional response, and solving each customer's problem can be an enormously stressful and time-consuming process. This course is intended to show the proper methods needed to resolve conflicts, manage time, and manage stress. It also highlights the importance of a positive approach and attitude in bringing customer interactions to a satisfactory conclusion. This course helps to prepare learners to work in a customer support center or help desk environment.
  • recognize the benefits of being able to resolve conflicts with customers
  • recognize the signs of potential conflict in a scenario
  • recognize examples of techniques for reducing and eliminating conflict with a customer
  • differentiate between empathy and sympathy
  • recognize how to use the guidelines for negotiating with customers
  • recognize the benefits of using a positive approach when dealing with customers
  • use assertiveness strategies with a customer in a given scenario
  • match typical communication behavior styles to their examples
  • recognize actions or statements that reflect confidence
  • identify self-empowerment techniques for building confidence
  • recognize examples of the techniques used to disengage with customers
  • recognize the benefits of implementing time-management and stress-management strategies
  • recognize examples of personal strategies used to reduce stress
  • identify symptoms of stress
  • recognize examples of strategies used to manage time

Customer Service Processes and Procedures

Failing to realize the importance of customer service and effective complaints 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 provide accurate documentation, and how to handle difficult customers. This course helps to prepare learners to work in a customer support center or help desk environment.
  • identify the benefits of process management
  • match the goals of process management with descriptions of how each improves the performance of the CSR
  • match the elements from the process management system with their examples
  • match examples of document types to the appropriate documentation tier
  • identify the benefits of accurately documenting processes
  • recognize the benefits of call handling procedures
  • identify the best practices associated with each aspect of call handling
  • identify the steps involved in putting a customer on hold
  • transfer a customer call using a warm transfer
  • identify the steps for communicating live status updates to customers
  • identify the information to be included when leaving a voice message status update
  • recognize why critical thinking is important in problem-solving
  • identify the type of reasoning skills used to solve a problem in a given scenario
  • apply problem-solving techniques in the interaction between a CSR and a customer
  • identify unprofessional behaviors to avoid when dealing with a customer
  • identify techniques for keeping a customer's attention focused on resolution of the issue
  • identify ways to use silent time during a call
  • identify key concepts related to handling issues related to non-supported items

Quality in a Support Center

Customers who experience problems with your service represent a significant challenge to your company. If the support center is able to deal with incidents efficiently, your company can benefit enormously. Reputation and customer satisfaction can be restored and procedures can be established to recognize and prevent future incidents. This course examines the processes involved in incident management and how a support center can use them to best effect. The course introduces the concepts behind incident management, demonstrates how to deal with and close incidents correctly, and teaches how to apply Service Level Agreement terms and Quality Assurance principles. This course helps to prepare learners to work in a customer support center or help desk environment.
  • identify the benefits of using incident management techniques in a customer support center
  • recognize examples of when the application of incident management is necessary
  • identify ways to encourage and/or praise incident solving attempts by the customer
  • apply incident management in a given scenario
  • sequence the stages in the incident management process
  • identify the benefits of documenting the occurrence, progression, and resolution of an incident
  • apply the incident logging procedure in a given scenario
  • recognize steps in closing an incident
  • recognize the benefits offered by Service Level Agreements
  • match objectives of a Service Level Agreement (SLA) with examples of appropriate statements to be included in the SLA
  • assign a suitable priority level to an incident, in a given scenario
  • identify the factors to consider when assigning priority levels to incidents
  • recognize the importance of quality assurance in improving support center employee performance
  • select the quality assurance techniques that are appropriate in a given scenario
  • identify the benefits of incident monitoring in a support center

Support Center Tools, Technologies and Metrics

Customers contacting Support Centers expect the same level of professionalism each time they interact with a Customer Service Representative (CSR). To ensure this consistently high level of service, the CSR can draw an array of management tools and processes that both guide and measure his performance. This course is intended to demonstrate the management and measurement tools a professional CSR is expected to use when dealing with individual customers and participating in the overall operation of the Support Center. The skills and knowledge required include how to use tools associated with problem, change, knowledge, and security management. This course helps to prepare learners to work in a customer support center or help desk environment.
  • recognize the benefits of using management tools in the Customer Support Center
  • sequence the steps in a problem management process in a given scenario
  • identify the problem management tools available to a CSR
  • identify the appropriate stages of change management to use in a given scenario
  • sequence the stages of the change-management process
  • match knowledge types with examples
  • identify the types of data that should be protected
  • identify the reasons for reporting security compromises
  • determine the appropriate security management decisions in a given scenario
  • identify the benefits of using customer service measurements in a Support Center
  • match the most common metrics for customer support performance with examples
  • match incident management metrics with examples of the types of customer support performance they measure
  • determine the appropriate survey type for a given scenario
  • match common technologies used in Support Centers with their descriptions

Dealing with Irrational Customers and Escalating Complaints

Dissatisfied customers can become irrational, irate and even abusive towards Customer Service Representatives. Organizations need to be able to address the needs of such customers in a professional, positive manner, and have processes in place so that Customer Service Representatives know how and when to escalate such a call. This course describes how to properly support an irrational customer, handle emotional and rambling customers, and how and when to escalate customer complaints. This course helps to prepare learners to work in a customer support center or help desk environment.
  • identify the benefits of being able to deal effectively with "problem" customers
  • implement strategies for dealing with abusive customers in a given scenario
  • identify techniques for dealing with irate customers
  • implement an appropriate strategy to deal with an emotional customer in a given scenario
  • recognize emotional customers
  • identify strategies to use when handling a rambling customer
  • identify the steps to use to disengage from a customer who refuses to disengage
  • identify the benefits provided by the escalation of complaints
  • match customer issues with the appropriate escalation approach
  • select appropriate ways of updating a customer in a given scenario
  • identify appropriate approaches for updating a customer
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Customer Service Representative, Process e-learning bundle
  • Course ID:
    252588
  • Duration:
    15 hours
  • Price:
    $199