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Provided by: 123-CBT Computer Based Training Communication Skills |
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Communication Skills
Effective communication is essential to the success of any customer-oriented business. Each customer will have their own style of communication as well as an emotional response to contacting a support center. In order to effectively communicate, the Customer Service Representative (CSR) must understand how to adapt to these different styles and emotions before the customer's problems can be dealt with. This course explains how to adapt to the different communication types and identifies the common emotions that customers experience when contacting the support center. It also explains how to adapt your writing skills to communicate through e-mail and to document incidents. This course helps to prepare learners interested in the CSR Certification, which is targeted to individuals wishing to qualify to work in a customer support center or help desk environment.
Effective communication is essential to the success of any customer-oriented business. Each customer will have their own style of communication as well as an emotional response to contacting a support center. In order to effectively communicate, the Customer Service Representative (CSR) must understand how to adapt to these different styles and emotions before the customer's problems can be dealt with. This course explains how to adapt to the different communication types and identifies the common emotions that customers experience when contacting the support center. It also explains how to adapt your writing skills to communicate through e-mail and to document incidents. This course helps to prepare learners interested in the CSR Certification, which is targeted to 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
Communication Skills
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.
LessonsCommunication Skills
| - Recognize the benefits of ensuring and maintaining customer satisfaction. | - Identify the key concepts associated with understanding call differentiating. | - Apply the techniques for satisfying the psychological needs of a customer in a given scenario. | - Apply the techniques for satisfying the business needs of a customer in a given scenario. Apply the call-flow process to meet the customer's needs in a given scenario. | - Recognize how to relate to the different communication styles. | - Match the communication styles with their examples. | - Identify guidelines for matching a customer's communication style. | - Recognize the benefits of writing effective e-mails and reports of customer-related incidents. | - Document an incident in a given scenario. | - Recognize best practices for editing incident documentation. | - Determine the appropriate e-mail etiquette to use in a given scenario. | - Identify the strategies that ensure your customer interactions are positive and productive. | - Use open-ended and closed-ended questions with a customer in a given scenario. | - Match open-ended and closed-ended questions to their benefits. | - Match the behavioral techniques that a CSR can use to understand customers' emotions with their definitions. | - Recognize how to adapt to a customer's competency level . | - Identify the purpose of each element used to build rapport with customers.
| - Recognize the benefits of ensuring and maintaining customer satisfaction. | - Identify the key concepts associated with understanding call differentiating. | - Apply the techniques for satisfying the psychological needs of a customer in a given scenario. | - Apply the techniques for satisfying the business needs of a customer in a given scenario. Apply the call-flow process to meet the customer's needs in a given scenario. | - Recognize how to relate to the different communication styles. | - Match the communication styles with their examples. | - Identify guidelines for matching a customer's communication style. | - Recognize the benefits of writing effective e-mails and reports of customer-related incidents. | - Document an incident in a given scenario. | - Recognize best practices for editing incident documentation. | - Determine the appropriate e-mail etiquette to use in a given scenario. | - Identify the strategies that ensure your customer interactions are positive and productive. | - Use open-ended and closed-ended questions with a customer in a given scenario. | - Match open-ended and closed-ended questions to their benefits. | - Match the behavioral techniques that a CSR can use to understand customers' emotions with their definitions. | - Recognize how to adapt to a customer's competency level . | - Identify the purpose of each element used to build rapport with customers.
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:
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