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Provided by: 123-CBT Computer Based Training Customer Interactions |
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Customer Interactions
Failing to realize the importance of customer service and effective complaint handling leads to increasingly dissatisfied customers. Organizations need to be able to address the needs of customers in an effective and efficient manner. This course is intended to show the proper procedures and processes needed to provide effective customer service: how to properly support a customer, how to overcome communication problems, and how to use active listening. This course helps to prepare learners interested in the Customer Service Representative (CSR) certification, which is targeted at individuals wishing to qualify to work in a customer support center or help desk environment.
Failing to realize the importance of customer service and effective complaint handling leads to increasingly dissatisfied customers. Organizations need to be able to address the needs of customers in an effective and efficient manner. This course is intended to show the proper procedures and processes needed to provide effective customer service: how to properly support a customer, how to overcome communication problems, and how to use active listening. This course helps to prepare learners interested in the Customer Service Representative (CSR) certification, which is targeted at individuals wishing to qualify to work in a customer support center or help desk environment.
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Training
Provided by 123-CBT Computer Based Training
Customer Interactions
N/A
Prerequisites
Target AudienceIndividuals interested in the Customer Service Representative (CSR) certification; front line customer service and support agents seeking to acquire new skills.
LessonsCustomer Interactions
| - Recognize the benefits of using effective communication skills. | - Classify examples of communication as formal or informal. | - Apply common methods to overcome the barriers to effective communication in a given scenario. | - Identify the typical barriers to effective communication. | - Recognize the benefits of using voice attributes to influence how you are perceived by customers. | - Use effective speaking skills in a given scenario. | - Match each technique for improving your speaking skills to its associated benefit. | - Match positive and negative vocal cues with examples. | - Recognize the benefits of having effective listening skills. | - Recognize the benefits to using the best practices of effective listening. | - Match factors that prevent effective listening to the appropriate example. | - Use active listening skills to deal with a customer in a given scenario. | - Recognize the benefits of using active listening. | - Match the classifications of the mirroring behaviors involved in active listening to the appropriate example. | - Recognize conditions that could create barriers to active listening in a customer support situation. | - Apply appropriate paraphrasing skills to deal with a customer in a given scenario. | - Recognize the benefits of paraphrasing.
| - Recognize the benefits of using effective communication skills. | - Classify examples of communication as formal or informal. | - Apply common methods to overcome the barriers to effective communication in a given scenario. | - Identify the typical barriers to effective communication. | - Recognize the benefits of using voice attributes to influence how you are perceived by customers. | - Use effective speaking skills in a given scenario. | - Match each technique for improving your speaking skills to its associated benefit. | - Match positive and negative vocal cues with examples. | - Recognize the benefits of having effective listening skills. | - Recognize the benefits to using the best practices of effective listening. | - Match factors that prevent effective listening to the appropriate example. | - Use active listening skills to deal with a customer in a given scenario. | - Recognize the benefits of using active listening. | - Match the classifications of the mirroring behaviors involved in active listening to the appropriate example. | - Recognize conditions that could create barriers to active listening in a customer support situation. | - Apply appropriate paraphrasing skills to deal with a customer in a given scenario. | - Recognize the benefits of paraphrasing.
Test Prep
Simulations
About The Training Provider: 123-CBT Computer Based Training
123-CBT Computer Based Training - 123-CBT offers discount pricing on top quality eLearning
programs from leading computer based training providers. Many of the training courses are available both online or on CD so that you can study at home at your own pace:
E-Learning available for
- ABAP 6. 10
- Access 2003
- Acrobat 6. 0
- ASP
- ASP. NET
- C
- Captivate 1. 0
- Crystal Reports 8. 5
- Crystal Reports v10
-...
