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Overview/Description
Nothing is more critical to organizational success than acquiring and keeping customers and colleagues, all of which require clear communication and strong customer skills. Effective professionals need to be adept in a variety of verbal, nonverbal, and written skills. They also need to develop interpersonal skills that will enable them to cope with conflict and difficult coworkers and customers. It's important to build rapport with customers using a variety of skills, including listening, vocal cueing, and problem solving. In addition, management must foster a culture that focuses on eliciting and satisfying external and internal customer needs.
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Fee: $595.00 Program #: SS03419
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Customer service representatives are the front line of many organizations. This is where customers, and therefore revenue, are lost or converted. The Customer Service Representative program shows you the role and functions of the customer service representative and prepares those interested in earning their CSR certification in order to qualify for work in a customer support center or help desk environment. Topics include defining good customer support as well as processes and procedures to ensure good customer support, balancing the image and needs of the organization with customer needs, the importance of teamwork, the role of good communication skills in building and maintaining strong customer relationships, handling stress and conflict, incident management, and metrics.
The Customer Service Representative (CSR) Certification Prep consists of 31.5 instructional hours, and awards 3.15 CEU’s.This course also includes the Business Pro library from the Books 24X7 collection. For a nominal fee students will have the option to extend their access to the Business Prop library.
Courses in this program include:
(Select a title below for details.)
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