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Provided by: 123-CBT Computer Based Training Conflict Stress and Time Management |
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Conflict, Stress, and Time Management
Each customer wants her problem to be the most important problem to the Customer Service Representative (CSR). For the CSR, adapting to each customer's communication style, understanding each customer's emotional response, and solving each customer's problem can be an enormously stressful and time-consuming process. This course is intended to show the proper methods needed to resolve conflicts, manage time, and manage stress. It also highlights the importance of a positive approach and attitude in bringing customer interactions to a satisfactory conclusion. This course helps to prepare learners interested in the Customer Service Representative (CSR) certification, which is targeted to individuals wishing to qualify to work in a Customer Support Center/help desk environment.
Each customer wants her problem to be the most important problem to the Customer Service Representative (CSR). For the CSR, adapting to each customer's communication style, understanding each customer's emotional response, and solving each customer's problem can be an enormously stressful and time-consuming process. This course is intended to show the proper methods needed to resolve conflicts, manage time, and manage stress. It also highlights the importance of a positive approach and attitude in bringing customer interactions to a satisfactory conclusion. This course helps to prepare learners interested in the Customer Service Representative (CSR) certification, which is targeted to individuals wishing to qualify to work in a Customer Support Center/help desk environment.
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Training
Provided by 123-CBT Computer Based Training
Conflict Stress and Time Management
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.
LessonsConflict, Stress, and Time Management
| - Recognize the benefits of being able to resolve conflicts with customers. | - Recognize the signs of potential conflict in a scenario. | - Recognize examples of techniques for reducing and eliminating conflict with a customer. | - Differentiate between empathy and sympathy. | - Recognize how to use the guidelines for negotiating with customers. | - Recognize the benefits of using a positive approach when dealing with customers. | - Use assertiveness strategies with a customer in a given scenario. | - Match typical communication behavior styles to their examples. | - Recognize actions or statements that reflect confidence. | - Identify self-empowerment techniques for building confidence. | - Recognize examples of the techniques used to disengage with customers. | - Recognize the benefits of implementing time-management and stress-management strategies. | - Recognize examples of personal strategies used to reduce stress. | - Identify symptoms of stress. | - Recognize examples of strategies used to manage time.
| - Recognize the benefits of being able to resolve conflicts with customers. | - Recognize the signs of potential conflict in a scenario. | - Recognize examples of techniques for reducing and eliminating conflict with a customer. | - Differentiate between empathy and sympathy. | - Recognize how to use the guidelines for negotiating with customers. | - Recognize the benefits of using a positive approach when dealing with customers. | - Use assertiveness strategies with a customer in a given scenario. | - Match typical communication behavior styles to their examples. | - Recognize actions or statements that reflect confidence. | - Identify self-empowerment techniques for building confidence. | - Recognize examples of the techniques used to disengage with customers. | - Recognize the benefits of implementing time-management and stress-management strategies. | - Recognize examples of personal strategies used to reduce stress. | - Identify symptoms of stress. | - Recognize examples of strategies used to manage time.
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
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