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Description:

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

Course Price
Customer Interactions $74.95
Conflict, Stress, and Time Management $74.95
Communication Skills $74.95

Bundle Price: $139.00
Total Savings: $85.85


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

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

Communication Skills

Effective communication is essential to the success of any customer-oriented business. Each customer will have their own style of communication as well as an emotional response to contacting a support center. In order to effectively communicate, the Customer Service Representative (CSR) must understand how to adapt to these different styles and emotions before the customer's problems can be dealt with. This course explains how to adapt to the different communication types and identifies the common emotions that customers experience when contacting the support center. It also explains how to adapt your writing skills to communicate through e-mail and to document incidents. This course helps to prepare learners to work in a customer support center or help desk environment.
  • recognize the benefits of ensuring and maintaining customer satisfaction
  • identify the key concepts associated with understanding call differentiating
  • apply the techniques for satisfying the psychological needs of a customer in a given scenario
  • apply the techniques for satisfying the business needs of a customer in a given scenario
  • apply the call-flow process to meet the customer's needs in a given scenario
  • recognize how to relate to the different communication styles
  • match the communication styles with their examples
  • identify guidelines for matching a customer's communication style
  • recognize the benefits of writing effective e-mails and reports of customer-related incidents
  • document an incident in a given scenario
  • recognize best practices for editing incident documentation
  • determine the appropriate e-mail etiquette to use in a given scenario
  • identify the strategies that ensure your customer interactions are positive and productive
  • use open-ended and closed-ended questions with a customer in a given scenario
  • match open-ended and closed-ended questions to their benefits
  • match the behavioral techniques that a CSR can use to understand customers' emotions with their definitions
  • recognize how to adapt to a customer's competency level
  • identify the purpose of each element used to build rapport with customers
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Customer Service Representative, Skills e-learning bundle
  • Course ID:
    271331
  • Duration:
    n/a
  • Price:
    $139