| |
|
| |
Managing Conflict, Stress, and Time Training Class |
|
| |
|
|
| |
|
|
| |
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.
|
|
| |
|
|
| |
|
|
| |
|
|
| |
|
|
| |
|
|
| |
Price |
|
| |
$74.95
|
|
| |
|
|
| |
Agenda |
|
| |
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
|
|
|
|
| |
|
|
| |
Audience |
|
| |
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
|
|
|
|
| |
|
|
|
|
| |
|
|
| |
|
|
|
| |
|
|
|
| |
|
|
| |
Select a market segment to view more courses
|
|
| |
|
|
| |
Or, select a category to view more Business Skills courses
|
|
| |
|
|
| |
 Browse By Category
Browse By Location
Browse New Courses
|
|
| |
|
|
|
| |
| |
|
|
|
|