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Provided by: Serebra Learning Corporation Customer Service Agent Skills Simulation |
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Training
Provided by Serebra Learning Corporation
Kenworth Domestic Appliances (KDA) is a national manufacturer and direct seller of household devices, offering a line of products that ranges from toasters to central-air conditioning units. Post-sales support is critical to their operation, and KDA prides itself on superior customer service. For the duration of this simulation, the learner will assume the role of customer service agent generalist in the company's central call center. This simulation is based on the SkillSoft series "Customer Service Agent Skills" and contains links to the following courses: CUST0151, CUST0152, and CUST0153. Customer service agents who are seeking to acquire new skills or to improve their current skills.
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Customer Service Agent Skills Simulation
Audience
Customer service agents who are seeking to acquire new skills or to improve their current skills.
Topics
Objectives
- Customer Service Agent Skills Simulation
- employing a personalized introduction.
- coping with the controlling customer.
- putting a customer on hold.
- ranking call priority.
- coping with the technical expert.
- escalating the call.
- coping with the outraged customer.
- calculating call data.
- coping with the threatening customer.
- coping with the technical novice.
- handling stress.
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...
