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Provided by: Serebra Learning Corporation Call Center Customer Service |
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Training
Provided by Serebra Learning Corporation
Have you just become a call center customer service representative? Maybe you are experiencing some feelings of anxiety, as do many novice agents. You may be concerned about dealing with customers' issues one-on-one. Fortunately, there is a comprehensive training course for people in your situation. This course will help you overcome reservations about customer service in a call center setting. This course for potential or new call center agents is designed to introduce the learner to the necessary information and tools required to professionally handle customer service calls in a call center environment. Becoming a great customer service representative requires having finely tuned communication skills. Therefore, it is suggested that the you take the course "Call Center Communication Skills" prior to taking the Call Center Customer Service course. This series is targeted for new front-line agents at a call center.
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Call Center Customer Service
Audience
This series is targeted for new front-line agents at a call center.
Topics
Objectives
- Listening Skills
- recognize the importance of using the appropriate listening technique.
- use the skills required to actively listen to others.
- identify examples of passive listening behavior, given a scenario.Customer Needs
- recognize the importance of identifying customers' needs to ensure and maintain customer satisfaction.
- use the appropriate listening, questioning, and empathy techniques to identify customer needs.
- use confidence techniques to ensure customer satisfaction.Difficult Situations
- recognize the importance of handling difficult calls in a professional manner.
- handle a difficult call in a professional manner.
- apply basic customer service problem-solving principles to satisfy customer needs and expectations.
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...
