| Service Representative
Certification Online self-study and certification exam, $350  |
 |
Overview
As the first line of contact with customers, service representatives have a unique and challenging opportunity to influence customer perception and loyalty. Today, superior customer service is critical to the continued success for any service organization.
This self-study, self-paced course is designed for new front-line service representatives. Participants will learn fundamental principles and techniques for delivering excellent customer service. The course covers critical skills in professionalism, communication, call management, stress management and more.
This is an online training course structured to provide a combination of teaching and interactivity that enables you to not only learn valuable information, but also to apply that information to real world situations. Upon registration, students are allowed access for 60 consecutive days to complete the course and the certification exam. Post-class assistance is available to ensure transfer of skills to the job in order to measure return on investment.
Agenda
1: How to Connect With Professional Service
- Factors that influence a customer's perception of service
- Role of voice tone in communication success
- Indicators of successful communication
- Essentials of effective listening
- Paraphrasing techniques
- Setting and managing customer expectations
- Value of a complaint
- Communication preferences
2: How to Communicate Effectively
- Professional greetings and manner that conveys respect and caring
- Professional holds and transfers
- Call documentation and email correspondence
3: How to Manage the Call
- four types of questions used to maintain call control
- Responses to difficult customer questions
4: How to Manage the Customer
- Difficult customer characteristics and tactics to work with them
- Techniques to manage customer anger
- Positive and negative trigger phrases
- Steps in professionally saying no to a customer
- Handoff procedure in escalating a call
5: How to Service Above and Beyond
- Matching company services and products to customer needs
- Offering identified services and products
6: How to Manage Stress
- Causes of stress and burnout on the job
- Techniques to relieve job stress
7. Certification Exam
Registration and Training Fees
The per student registration fee for the online self-study seminar is $350
and includes exam fees.
Payment in advance is requested for access to the self-study
course.
To register, click on the "Book Now" button or please call (708) 246-0320
Seminar
| Service Representative Certification | Self Study | Online |
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