Managing Conflict Stress and Time

Each customer wants her problem to be the most important problem to the Customer Support Specialist (CSS). For the CSS, 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 Help Desk Institute (HDI) Customer Support Specialist (CSS) certification, which is targeted to individuals wishing to qualify to work in a Customer Support Center/help desk environment.

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Individuals interested in the Help Desk Institute's (HDI) Customer Support Specialist (CSS) certification; front-line customer service and support agents seeking to acquire new skills

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Course Overview|Lesson Overview| - recognize the benefits of being able to resolve conflicts with customers|Recognizing Potential Conflict| - recognize the signs of potential conflict in a scenario|Negotiating with a Customer| - recognize examples of techniques for negotiating with a customer|Lesson Overview| - recognize the benefits of using a positive approach when dealing with customers|Being Assertive in the Support Environment| - use assertiveness strategies with a customer in a given scenario| - match typical communication behavior styles to their examples|Demonstrating Confidence| - recognize actions or statements that reflect confidence| - identify self-empowerment techniques for building confidence|Disengaging from a Customer| - recognize examples of the techniques used to disengage with customers|Lesson Overview| - recognize the benefits of implementing time-management and stress-management strategies|Managing Stress in Customer Service| - recognize examples of personal strategies used to reduce stress| - identify symptoms of stress|Managing Time in Customer Service| - recognize examples of strategies used to manage time|

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