Customer Service Representative, Process

Reducere prin 75%
  Curs on-line
  12 ore
Predare in limba: Engleza
Structura cursului

Customer Service Processes and Procedures

  • identify the benefits of process management


  • match the goals of process management with descriptions of how each improves the performance of the CSR


  • match the elements from the process management system with their examples


  • match examples of document types to the appropriate documentation tier


  • identify the benefits of accurately documenting processes


  • recognize the benefits of call handling procedures


  • identify the best practices associated with each aspect of call handling


  • identify the steps involved in putting a customer on hold


  • transfer a customer call using a warm transfer


  • identify the steps for communicating live status updates to customers


  • identify the information to be included when leaving a voice message status update


  • recognize why critical thinking is important in problem-solving


  • identify the type of reasoning skills used to solve a problem in a given scenario


  • apply problem-solving techniques in the interaction between a CSR and a customer


  • identify unprofessional behaviors to avoid when dealing with a customer


  • identify techniques for keeping a customer's attention focused on resolution of the issue


  • identify ways to use silent time during a call


  • identify key concepts related to handling issues related to non-supported items




Quality in a Support Center

  • identify the benefits of using incident management techniques in a customer support center


  • recognize examples of when the application of incident management is necessary


  • identify ways to encourage and/or praise incident solving attempts by the customer


  • apply incident management in a given scenario


  • sequence the stages in the incident management process


  • identify the benefits of documenting the occurrence, progression, and resolution of an incident


  • apply the incident logging procedure in a given scenario


  • recognize steps in closing an incident


  • recognize the benefits offered by Service Level Agreements


  • match objectives of a Service Level Agreement (SLA) with examples of appropriate statements to be included in the SLA


  • assign a suitable priority level to an incident, in a given scenario


  • identify the factors to consider when assigning priority levels to incidents


  • recognize the importance of quality assurance in improving support center employee performance


  • select the quality assurance techniques that are appropriate in a given scenario


  • identify the benefits of incident monitoring in a support center




Support Center Tools, Technologies and Metrics

  • recognize the benefits of using management tools in the Customer Support Center


  • sequence the steps in a problem management process in a given scenario


  • identify the problem management tools available to a CSR


  • identify the appropriate stages of change management to use in a given scenario


  • sequence the stages of the change-management process


  • match knowledge types with examples


  • identify the types of data that should be protected


  • identify the reasons for reporting security compromises


  • determine the appropriate security management decisions in a given scenario


  • identify the benefits of using customer service measurements in a Support Center


  • match the most common metrics for customer support performance with examples


  • match incident management metrics with examples of the types of customer support performance they measure


  • determine the appropriate survey type for a given scenario


  • match common technologies used in Support Centers with their descriptions




Dealing with Irrational Customers and Escalating Complaints

  • identify the benefits of being able to deal effectively with "problem" customers


  • implement strategies for dealing with abusive customers in a given scenario


  • identify techniques for dealing with irate customers


  • implement an appropriate strategy to deal with an emotional customer in a given scenario


  • recognize emotional customers


  • identify strategies to use when handling a rambling customer


  • identify the steps to use to disengage from a customer who refuses to disengage


  • identify the benefits provided by the escalation of complaints


  • match customer issues with the appropriate escalation approach


  • select appropriate ways of updating a customer in a given scenario


  • identify appropriate approaches for updating a customer