From Serebra Learning Corporation
Interacting with the Customer 
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 a customer, how to overcome
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Effective Communication Skills 
Effective communication is essential to the success of any customer-oriented business. Each customer will have their own style of communication as well as an emotional response to contacting a support center. In order to effectively communicate, the
Customer Support Specialist (
CSS) must understand how to adapt to these different styles and emotions before the customer's problems can be dealt
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Managing Conflict Stress and Time 
Each customer wants her problem to be the most important problem to the
Customer Support Specialist (
CSS). For the CSS, 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
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Customer Support Specialist Simulation 
You are a call center representative for
BroadBandCast Inc., one of the world's leading communication companies. Digital cable TV, high-speed
Internet, and phone service are among the company's products. You are a recent hire. An added challenge to your new position is that you have been assigned to work the graveyard shift. Your challenge is to figure out how to handle dealing with angry,
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Customer Service 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: how to properly support a customer, how to provide
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Managing the Quality of the Customer Support Service Center 
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 procedures can be established to recognize and prevent future incidents. This course examines the processes involved in incident
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Management Tools and Metrics 
Customers contacting
Support Centers expect the same level of professionalism each time they interact with a
Customer Support Specialist (
CSS). To ensure this consistently high level of service, the CSS 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 CSS is
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The Customer Support Specialist CSS 
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. Today's
Customer Support Specialists (
CSS) and support centers have a vital role to play in ensuring customers'
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The Support Center Service 
This course is intended to instruct the learner in the
Help Desk Institute's (
HDI) basic levels of service commitments and attitude. Best practices, personal accountability, enhancing the image of the organization, and the work environment are covered. Individuals interested in the Help Desk Institute's (HDI) Customer
Support Specialist (
CSS) certification
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Establishing Team and Customer Relationships 
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 well as the team as a whole. It also addresses the role of strong leadership in building and maintaining successful teams. In a
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HDI Help Desk Analyst Help Desk Processes 
This course provides an overview of the processes involved in a
Support Center. It covers the key concepts related to managing processes including incident management, problem management, change management, knowledge management, quality management, security management, and business continuance management. This course also covers service metrics and service measures such as conducting and
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