Overview

This self-study, self-paced course is designed for new front-line service and support professionals.  Participants will learn fundamental principles and techniques for delivering world class service. The course covers critical skills in professionalism, communication, call management, stress management and more.

This is an online training course structured to provide a combination of teaching and interactivity that enables you to not only learn valuable skills, but also to apply those skills and information to real world situations.  Upon registration, students are allowed access for 90 consecutive days to complete the course and the certification exam. Post-class assistance is available to ensure transfer of skills to the job in order to measure return on investment.

What You Will Learn

Participants will learn:

• Setting and managing customer expectations.
• Effective listening techniques.
• Effective communication and negotiation skills.
• How to maintain call control.
• Call handling and escalating skills.
• Steps in professionally saying no to a customer.
• How to manage difficult customers.
• Offering identified services and products.
• Effective stress management techniques.

Certification

Upon registration, students are allowed access for 90 consecutive days to complete the course and the certification exam. Post-class assistance is available to ensure transfer of skills to the job in order to measure return on investment.

Who Should Participate

Front line support professionals from customer service centers, call centers, and help desks.

Prerequisites

There are no prerequisites for this introductory course.

Agenda

Section 1 - How to Connect With Professional Service

• Factors that influence a customer's perception of service
• Role of voice tone in communication success
• Indicators of successful communication
• Essentials of effective listening
• Paraphrasing techniques
• Setting and managing customer expectations
• Value of a complaint
• Communication preferences

Section 2 - How to Communicate Effectively

• Professional greetings and manner that conveys respect and caring
• Professional holds and transfers
• Call documentation and email correspondence

Section 3 - How to Manage the Call

• Four types of questions used to maintain call control
• Responses to difficult customer questions

Section 4 - How to Manage the Customer

• Difficult customer characteristics and tactics to work with them
• Techniques to manage customer anger
• Positive and negative trigger phrases
• Steps in professionally saying no to a customer
• Handoff procedure in escalating a call

Section 5 - How to Service Above and Beyond

• Matching company services and products to customer needs
• Offering identified services and products

Section 6 - How to Manage Stress

• Causes of stress and burnout on the job
• Techniques to relieve job stress

Section 7 - Certification Exam

Registration Fees

The per student registration fee for this online self study is $350 and includes exam fees.  Payment in advance is requested for access to the self-study course.

Register securely online with confidence or please call (708) 246-0320.

Seminar Schedule

Service Representative Certification

Self-Study

Online

For more training course options, see the entire Contact Center Training Calendar of dates and locations.

For more IT, technical and field support training course options, see the Help Desk, ITIL, and Support Center Calendar.