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Provided by: Serebra Learning Corporation Establishing Team and Customer Relationships |
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Training
Provided by Serebra Learning Corporation
This course will familiarize the learner with the underlying benefits and skills needed to establish team and customer relationships. Teamwork is a critical component of a Support Center. This course looks at the individual responsibilities of each team member, as well as the team as a whole. It also addresses the role of strong leadership in building and maintaining successful teams. In a Customer Support Center, customer relationships are everything - and communication is king Many customer problems are caused by communication breakdowns. This course explores how to avoid communication breakdowns by involving customers in problem solving, and being able to communicate effectively in the global community, where cross-cultural issues abound. Individuals interested in the Help Desk Institute's (HDI) Customer Support Specialist (CSS) certification
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Establishing Team and Customer Relationships
Audience
Individuals interested in the Help Desk Institute's (HDI) Customer Support Specialist (CSS) certification
Topics
Objectives
- Lesson Overview
- recognize the benefits of teamwork in a Customer Support CenterBeing a Team Player
- match actions that will promote teamwork in a Customer Support Center to examples of eachStrong Leadership and Successful Teams
- determine the obstacles to a team's success in a given scenario and recommend actions for improvement
- recognize examples of the strategies a strong team leader can use to develop an effective teamLesson Overview
- recognize the benefits of being able to relate to customersBuilding Effective Customer Relationships
- recognize examples of techniques for establishing effective customer relationships Encouraging Customer Involvement in Problem Solving
- in a given scenario, encourage customer involvement in problem solving
- identify the techniques used to involve customers in solving problemsCommunicating Effectively across Cultures
- match the methods used for effective cross-cultural communication to examples
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...
