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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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This course will familiarize the individual with the basic role of the CSR. Best practices, personal accountability, enhancing the image of the organization, and the work environment are covered. This course will familiarize the learner with the underlying benefits and skills needed to establish team and customer relationships like teamwork, avoiding communication breakdown, effective communication skills etc. This course is intended to show the proper methods needed to resolve conflicts, manage time, and manage stress. This course shows proper procedures and processes on how to properly support a customer, how to provide accurate documentation, build rapport with customers, how to handle difficult customers and also incident management, customer service over phone etc. This course explores strategies used to shape the direction of customer service in your organization including defining moments of truth, the creation and implementation of quantifiable service standards and methods of evolving your customer strategy to meet the changing needs of your customers.
Estimated Course Hours: 43.5
Target Audience: Individuals who want to develop or refresh their customer service skills
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Courses in this program include:
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