Online Csr eLearning

Customer Service Processes and Procedures Customer Service Processes and Procedures Failing to realize the importance of customer service and effective complaints handling leads to increasingly dissatisfied customers. Organizations need to be able to address the needs of customers in an effective and efficient manner. This course is intended to show the proper procedures and processes needed to provide effective customer service:  more...

Support Center Tools Technologies and Metrics ...ime they interact with a Customer Service Representative (CSR). To ensure this consistently high level of service, the CSR can draw an array of management tools and processes that both guide and measure his performance. This course is intended to demonstrate the management and measurement tools a professional CSR is expected to use when dealing with individual customers and participating in the  more...

The Customer Service Representative CSR ...CSR) HDI HDI Customer Service Representative Customer Service Representative Certification Library It costs a business much more to acquire a new customer than it does to retain an existing one. So it makes sense that a business must do everything it can to support and satisfy existing customers. Handling complaints effectively and efficiently can result in increased customer loyalty.  more...

Support Center Services and Work Environment Support Center Services and Work Environment HDI HDI Customer Service Representative Customer Service Representative Certification Library This course is intended to introduce the learner to the basic levels of service commitments and attitude expected of customer service representatives. Best practices, personal accountability, enhancing the image of the organization, and the work  more...

Team and Customer Relationships Team and Customer Relationships HDI HDI Customer Service Representative Customer Service Representative Certification Library This course will familiarize the learner with the underlying benefits and skills needed to establish team and customer relationships. Teamwork is a critical component of a support center. This course looks at the individual responsibilities of each team member, as  more...

Customer Interactions Customer Interactions Failing to realize the importance of customer service and effective complaint handling leads to increasingly dissatisfied customers. Organizations need to be able to address the needs of customers in an effective and efficient manner. This course is intended to show the proper procedures and processes needed to provide effective customer service: how to properly support  more...

Communication Skills ...ctively communicate, the Customer Service Representative (CSR) must understand how to adapt to these different styles and emotions before the customer's problems can be dealt with. This course explains how to adapt to the different communication types and identifies the common emotions that customers experience when contacting the support center. It also explains how to adapt your writing  more...

Conflict Stress and Time Management ...important problem to the Customer Service Representative (CSR). For the CSR, adapting to each customer's communication style, understanding each customer's emotional response, and solving each customer's problem can be an enormously stressful and time-consuming process. This course is intended to show the proper methods needed to resolve conflicts, manage time, and manage stress. It also  more...

Customer Service Representative Certification Customer Service Representative Certification HRCI HDI Customer Service Representative Customer Service Representative Certification Library  more...

Dealing with Irrational Customers Escalating Complaints Dealing with Irrational Customers & Escalating Complaints HDI HDI Customer Service Representative Customer Service Representative Certification Library Dissatisfied customers can become irrational, irate and even abusive towards Customer Service Representatives. Organizations need to be able to address the needs of such customers in a professional, positive manner, and have processes in  more...

Support Center Tools Technologies Metrics ...ime they interact with a Customer Service Representative (CSR). To ensure this consistently high level of service, the CSR can draw an array of management tools and processes that both guide and measure his performance. This course is intended to demonstrate the management and measurement tools a professional CSR is expected to use when dealing with individual customers and participating in the  more...

Quality in a Support Center Quality in a Support Center HDI HDI Customer Service Representative Customer Service Representative Certification Library Customers who experience problems with your service represent a significant challenge to your company. If the support center is able to deal with incidents efficiently, your company can benefit enormously. Reputation and customer satisfaction can be restored and  more...

Customer Service Processes Procedures Customer Service Processes & Procedures HDI HDI Customer Service Representative Customer Service Representative Certification Library Failing to realize the importance of customer service and effective complaints handling leads to increasingly dissatisfied customers. Organizations need to be able to address the needs of customers in an effective and efficient manner. This course is intended  more...

Conglict Stress Time Management ...important problem to the Customer Service Representative (CSR). For the CSR, adapting to each customer's communication style, understanding each customer's emotional response, and solving each customer's problem can be an enormously stressful and time-consuming process. This course is intended to show the proper methods needed to resolve conflicts, manage time, and manage stress. It also  more...

Communications Skills ...ctively communicate, the Customer Service Representative (CSR) must understand how to adapt to these different styles and emotions before the customer's problems can be dealt with. This course explains how to adapt to the different communication types and identifies the common emotions that customers experience when contacting the support center. It also explains how to adapt your writing  more...

Customer Interactions Customer Interactions HDI HDI Customer Service Representative Customer Service Representative Certification Library Failing to realize the importance of customer service and effective complaint handling leads to increasingly dissatisfied customers. Organizations need to be able to address the needs of customers in an effective and efficient manner. This course is intended to show the proper  more...

Office XP-New Features Curriculum Course Overview This curriculum provides a general overview of new productivity and information handling tools. It concentrates on new features within Microsoft Word, Excel and PowerPoint, and Microsoft Office XP software. Additionally, there is an emphasis on database, e-mail, and Internet software. This curriculum consists of two Skill Builder courses: Course 74010 Microsoft Office XP - New  more...

Office XP New Features Part 1 Overview Word Excel PowerPoint ...se may have job titles such as, Secretary, Clerk, Typist, CSR, Office Manager, Web Designer-Developer, System Administrator, Database Administrator. This course presents the learner with the first of two sets of new features available in the new Microsoft Office XP software. Content Emphasis Skills-Based Deployment Options Internet / Intranet, Download, LAN, Workstation  more...

Time Management Developing a Plan ...mployee's time management. First, you will meet with each CSR separately to determine her personality type and to discuss various time management principles. Then, you will meet with both Stacey and Carol to review the process for completing a time audit. Unit 2: Identifying Goals and Setting Priorities (0.5 - 1 hour) Identify guidelines for making a 'to do' list.  more...