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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
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Managing Conflict Stress and Time
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 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 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...
