| Certified Customer Service
Representative This course is no longer offered. To learn about the new replacement course,   |
 |
Overview
This one day training and certification course introduces essential skills
and techniques required to provide exceptional customer service and support.
It applies to both support center and call center environments and is designed
for staff with less than one year of experience.
By attending this certification course you'll learn:
- Call handling best practices
- Documentation
- Strategies for satisfying customers
- Conflict negotiations
- How to resolve incidents quickly and consistently
- Active listening and effective communication skills
- How to assess customer business needs
- Strategies and responses for handling difficult customer behaviors
Who Should Attend
This course is ideal for support center analysts, help desk professionals
and call center representatives who have less than one year of experience
working within a service and support environment, and those who are seeking
an industry recognized customer service representative certification.
Course Objectives
- Assess customer business needs and exceed customer expectations
- Improve critical thinking skills to resolve incidents quickly and consistently
- Satisfy customers by using active listening skills and effective communication strategies
- Identify and diffuse challenging customer behavior
- Develop an awareness of the core processes and best practices used in service and support
Certification
Instructions on scheduling the exam are provided upon course completion.
Training fees include the certification.
Agenda
Your Role in the Support Center
- The Role of the Customer Service Representative (CSR)
- The Support Center’s Role in the Business
- Total Contact Ownership
- Best Practice Procedures for Call Handling
- Quality Assurance
Communication Skills
- The Communication Process
- Cultural Sensitivity
- Vocal Elements
- Active Listening
- Best Practices for Incident Documentation
- Best Practices for Email and Web Chat
Problem-solving and Troubleshooting Skills
- Problem-solving and Types of Thinking
- Questioning Skills
- Solve Incidents with IMPACT
- Additional Strategies While Troubleshooting
Maximizing Effectiveness
- Your Customer’s Psychological Needs
- Handling Conflict
- Strategies for Handling Difficult Customer Behaviors
- Stress Management
Registration and Training
Fees
The per student registration fee for this instructor-led public seminar is
$895 and includes the training, certification exam and certificate, and
refreshments. Should you wish to take this course online, the fees are $395
and include the certification. The Web seminar version is a self-study,
self-paced course.
To register, please use the "Book Now" link or call (708) 246-0320
Seminar
| This course is no longer offered. To learn about the new replacement
course,
|
Click here to learn about
,
dates & locations
Payment is due prior to the seminar, including payment on purchase orders. 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 ten business days in advance of the seminar start date for a full refund, less administrative fees of $150. Or, you may transfer your registration to another date or member of your company at no additional charge. Please notify us as soon as possible. Registrants cancelling within fourteen days of the seminar will receive credit, less administrative fees of $150, toward any other Resource Center seminar. In the unlikely event that a seminar must be cancelled, you will be notified at least one week prior to the seminar date. Seminar provider is not responsible for losses due to cancellation including losses on advanced purchase airfares.
Agenda, course dates, and locations are 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)
Ways to Order
Shipping Options
About Us
Contact Us
