Overview

During this course, you will learn vital skills necessary for providing world class customer service and see how these skills add to the profitability of the company since your performance directly affects customer loyalty and retention. You will aquire effective oral and written communication skills required for exceptional service learn strategies for handling different needs of a marketplace comprised of four generations. You will also learn to manage your own stresses and to proactively manage your unique position in the organization.

Who Should Attend

Front line professionals in working in:

• Customer service and support
• Customer care
• Consumer relations
• Field service
• Teleservices

What you'll learn:

1. Customer Care Essentials

• Why companies invest in customer care?
• The value of a customer
• Customer expectations
• What are you providing?

2. Customer Care Skills

• Six steps to success
• The three Vs of communication
• Listening effectively
• Information interpretion
• Scenarios

3. Handling Complaints

• Assertive or angry customer
• Managing your and customer emotions
• Shift to problem solving

4. Managing Stress

• Types of stresses?
• Managing you response to stress
• Lowering stress
• Strategies for maintaining courtesy under stress

Certification

The exam consists of 100 questions in a multiple choice, and essay format. Exam retake fee is $95.

Registration Fees
The per student registration fee for this seminar is $495, and includes:

• Tuition
• Course materials
• Certification exam.
• Continental breakfast each day and lunch on each full day.

Class begins at 8:30 a.m. and ends at 5:00 p.m.

Course no longer offered.  Replaced by:

Contact Center Professional Certification
For more information,

Click here to learn about , dates & locations

Payment is due prior to the seminar. If payment is not received, a credit card hold will be required for participation. This card will only be processed if payment has not been received within two weeks following the conference.

Cancellation Policy. Registrants may cancel up to fourteen days in advance of the seminar start date for a full refund, less administrative fees of $100. Or, you may transfer your registration to another member of your company at no additional charge. Registrants canceling within fourteen days of the seminar will receive credit, less administrative fees of $100, toward any other Resource Center seminar.

In the unlikely event that a seminar must be cancelled, you will be notified at least two weeks prior to the seminar date. Seminar provider is not responsible for losses due to cancellation including losses on advanced purchase airfares. As seminars are cancelled for under-enrollment from time to time, we strongly recommend that registrants traveling by air purchase only refundable tickets.

Seminar agenda subject to change.

Contact Center Seminars
Telecom Seminars

Help Desk Books
Call Center Management
Tech Support Resources
Contact Center Technology
Online Support
Customer Satisfaction
Knock Your Socks Off
Help Desk Institute
Telecom Books
Communication Skills
Call Center Monitoring
Metrics & Benchmarking
CRM
Hiring, Training, & Retention
Outbound Telebusiness
Novelties, Gifts, & Humor
Bargain Books (50% off)

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