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Provided by: Serebra Learning Corporation Effective Communication Skills |
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Training
Provided by Serebra Learning Corporation
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 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 skills to communicate through e-mail and to document incidents. This course helps to prepare learners interested in the HDI CSS Certification, which is targeted to 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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Effective Communication Skills
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 ensuring and maintaining customer satisfactionDifferentiating Customers' Needs
- apply the techniques for satisfying the psychological needs of a customer in a given scenario
- apply the techniques for satisfying the business needs of a customer in a given scenarioThe Call-flow Process
- apply the call-flow process to meet the customer's needs in a given scenarioCommunication Styles
- recognize how to relate to the different communication styles
- match the communication styles with their examplesLesson Overview
- recognize the benefits of writing effective e-mails and reports of customer-related incidentsDocumenting Incidents
- document an incident in a given scenario
- recognize best practices for editing incident documentationE-mail Etiquette
- determine the appropriate e-mail etiquette to use in a given scenarioLesson Overview
- identify the strategies that ensure your customer interactions are positive and productiveOpen-en
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...
