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Provided by: Serebra Learning Corporation Interacting with the Customer |
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Training
Provided by Serebra Learning Corporation
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 communication problems, and how to use active listening. This course helps to prepare learners interested in the Help Desk Institute's (HDI) Customer Support Specialist (CSS) certification, which is targeted at individuals wishing to qualify to work in a customer support center or help desk environment. Individuals interested in the Help Desk Institute's (HDI) Customer Support Specialist (CSS) certification; front line customer service and support agents seeking to acquire new skills
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Interacting with the Customer
Audience
Individuals interested in the Help Desk Institute's (HDI) Customer Support Specialist (CSS) certification; front line customer service and support agents seeking to acquire new skills
Topics
Objectives
- Lesson Overview
- recognize the benefits of using effective communication skillsElements of Communication
- classify examples of communication as formal or informalBarriers to Communication
- apply common methods to overcome the barriers to effective communication in a given scenario
- identify the typical barriers to effective communicationLesson Overview
- recognize the benefits of using voice attributes to influence how you are perceived by customersEffective Speaking Skills
- use effective speaking skills in a given scenario
- match each technique for improving your speaking skills to its associated benefitVocal Cues
- match positive and negative vocal cues with examplesLesson Overview
- recognize the benefits of having effective listening skillsEffective Listening
- recognize the benefits to using the best practices of effective listening
- match factors that prevent effective listening to the appropriate exampleUsing Active Listening
- use active listening skills
About The Training Provider: Serebra Learning Corporation
Serebra Learning Corporation - Serebra Learning Corporation provides technology-based training solutions through a combination of Cortex, its proprietary learning management system (LMS), and a curriculum catalog with over 1, 825 current courseware titles. Founded in 1987 (as FirstClass Systems, with a name change to Serebra in 2001), Serebra has over sixteen years" experience delivering e-learning solutions to both...
