Provided by: Serebra Learning Corporation

Managing Conflict Stress and Time

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Training Provided by Serebra Learning Corporation

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 time, and manage stress. It also highlights the importance of a positive approach and attitude in bringing customer interactions to a satisfactory conclusion. This course helps to prepare learners interested in the Help Desk Institute (HDI) Customer Support Specialist (CSS) certification, which is targeted to individuals wishing to qualify to work in a Customer Support Center/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
	Contact Serebra Learning Corporation for more information

Training Presented in:

English

Related Keywords: sales customer facing skills service hdi - support specialist managing conflict stress time lesson overview recognize benefits being able resolve conflicts customersrecognizing potential signs potential conflict scenarionegotiating recognize examples techniques negotiating customerlesson positive approach when dealing customersbeing assertive environment use assertiveness strategies given scenario match typical communication behavior styles examplesdemonstrating confidence actions statements reflect self-empowerment techniques building confidencedisengaging techniques used disengage customerslesson implementing time-management personal strategies used reduce

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 being able to resolve conflicts with customersRecognizing Potential Conflict
recognize the signs of potential conflict in a scenarioNegotiating with a Customer
recognize examples of techniques for negotiating with a customerLesson Overview
recognize the benefits of using a positive approach when dealing with customersBeing Assertive in the Support Environment
use assertiveness strategies with a customer in a given scenario
match typical communication behavior styles to their examplesDemonstrating Confidence
recognize actions or statements that reflect confidence
identify self-empowerment techniques for building confidenceDisengaging from a Customer
recognize examples of the techniques used to disengage with customersLesson Overview
recognize the benefits of implementing time-management and stress-management strategiesManaging Stress in Customer Service
recognize examples of personal strategies used to reduce

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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