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.

Training Avaliability and Delivery

This is primarily online training
	This is an online eLearning or CBT training program
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Training Presented in:

English

Related Keywords: sales customer facing skills service hdi - support specialist effective communication lesson overview recognize benefits ensuring maintaining satisfactiondifferentiating customers needs apply techniques satisfying psychological needs given scenario business needs given scenariothe call-flow process call-flow process meet customer s needs given scenariocommunication styles recognize how relate different match communication styles exampleslesson writing e-mails reports incidents document an incident best practices etiquette determine appropriate e-mail given scenariolesson strategies ensure interactions are positive productiveopen-en

Training Program Details

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

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 Serebra Learning Corporation - Training Provider

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...

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