Provided by: Serebra Learning Corporation

The Customer Service Agent in Action

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Training Provided by Serebra Learning Corporation

There are now some 7 million customer service agents (CSAs) working in nearly 80,000 call centers in the United States. Call centers are burgeoning in Europe and the Pacific Rim as well, and experts predict that the number of CSAs will grow by 20 percent each year. Worldwide, revenues for the call center industry could soon reach almost $60 billion. The magnitude of these numbers suggests the important role that customer service agents play in today's business world. This course is designed to help CSAs understand their essential functions as well as the context and importance of their work. Increasingly, CSAs are responsible for managing customer relationships. Their jobs have evolved from simple processing of customer service requests to more complex nurturing of the customer, supporting company profitability by building customer loyalty. CSAs collect more detailed data than ever before, assess more varied and more complex problems, and use increasingly sophisticated technology. Working under intense time p Customer service agents who are seeking to acquire new skills or to improve their current 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 internal agent action defining role recognize value today s business world examples functions match expectations needs primary functions stages call benefits following methodical process handling service call employ personalized introduction hypothetical information-gathering activities corresponding examples use appropriate activities gather information hypothetical call match stages resolving customer s problem resolve scenario making centers effective maximizing effectiveness care efforts assign ranks calls according

Training Program Details

Audience

Customer service agents who are seeking to acquire new skills or to improve their current skills

Topics

Objectives

recognize the value of the customer service agent in today's business world.
identify examples of the functions of a customer service agent.
match customer expectations and needs with examples.
match customer-service technologies with examples of their primary functions.Stages of the Customer Service Call
recognize the benefits of following a methodical process for handling a service call.
employ a personalized introduction in a hypothetical service call.
match information-gathering activities with corresponding examples.
use appropriate activities to gather information from a customer during a hypothetical call.
match stages of resolving the customer's problem with examples.
resolve a customer's problem in a hypothetical call scenario.Making Call Centers Effective
recognize the benefits of maximizing the effectiveness of customer care efforts.
assign ranks to hypothetical customer calls according

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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