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Training Provided by Serebra Learning CorporationAs a customer service agent (CSA), the focus of your job is to solve customers' problems within a short amount of time. To do this, you have to understand the optimum methods for professionally processing a large volume of customers representing many different personality types. This can be a challenging task. You can successfully handle an agent's workload while satisfying customers by mastering a few vital skills. "Professional Skills for Customer Service Agents" covers professional issues such as call-center ethics and call protocol; procedures and techniques for handling calls and gaining customer confidence; and questioning and listening skills to help you address customer concerns more effectively. You will learn skills that help CSAs to efficiently and respectfully gather customer information and, where appropriate, take action to place a customer on hold without offending the customer or losing the call. When combined, the behavioral skills covered in this course can lead to a more satisfying work exp Customer services agents who are seeking to acquire new skills or to improve their current skillsTraining Avaliability and Delivery
Related Keywords: sales customer facing skills service internal agent professional agents recognize importance providing examples responses adhere ethical guidelines effective behavioral skills employ each csa behavioral hypothetical call essential handling calls benefits professionally sequence placing caller hold specific techniques controlling apply specific techniques control appropriately escalate questioning listening Training Program DetailsAudienceCustomer services agents who are seeking to acquire new skills or to improve their current skills TopicsObjectives
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...
More Customer Service Training from Serebra Learning Corporation
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