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Managing Conflict, Stress, and Time Training Class |
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Managing Conflict, Stress, and Time Training Seminar
Each customer wants her problem to be the most important problem to the Customer Support Specialist (CSS). For the CSS, 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 interested in the Help Desk Institute (HDI) Customer Support Specialist (CSS) certification, which is targeted to individuals wishing to qualify to work in a Customer Support Center/help desk environment.
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Price |
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$74.95
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Agenda |
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Course Overview
Lesson Overview
- recognize the benefits of being able to resolve conflicts with customers
Recognizing Potential Conflict
- recognize the signs of potential conflict in a scenario
Negotiating with a Customer
- recognize examples of techniques for negotiating with a customer
Lesson Overview
- recognize the benefits of using a positive approach when dealing with customers
Being Assertive in the Support Environment
- use assertiveness strategies with a customer in a given scenario
- match typical communication behavior styles to their examples
Demonstrating Confidence
- recognize actions or statements that reflect confidence
- identify self-empowerment techniques for building confidence
Disengaging from a Customer
- recognize examples of the techniques used to disengage with customers
Lesson Overview
- recognize the benefits of implementing time-management and stress-management strategies
Managing Stress in Customer Service
- recognize examples of personal strategies used to reduce stress
- identify symptoms of stress
Managing Time in Customer Service
- recognize examples of strategies used to manage time
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Audience |
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Individuals interested in the Help Desk Institute's (HDI) Customer Support Specialist (CSS) certification; front-line customer service and support agents seeking to acquire new skills
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