Customer Service Representative, Professionalism

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  Curs on-line
  10 ore
Predare in limba: Engleza
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Structura cursului

The Customer Service Representative (CSR)

  • recognize the Customer Service Representative's (CSR) contribution to business

 

  • identify why the Customer Service Representative (CSR) is valued by modern businesses

 

  • apply the skills of the Customer Service Representative (CSR) in a given scenario

 

  • recognize examples of the phases in the CSR call process

 

  • apply the ethical standards expected of a Customer Service Representative in a given scenario

 

  • determine which ethical guidelines have been followed in a given scenario

 

  • recognize the benefits of the support center for the customer and the company

 

  • identify examples of where the support center serves its purpose to the customer

 

  • identify examples of purposes served by the support center for the company

 

  • identify examples of a support center's responsibilities to the customer

 

  • identify the support center's responsibilities to the Customer Service Representative

 

  • recognize the different phases of the support center evolution

 

  • apply the CRM methods employed by the support center in a given scenario

 

  • recognize the benefits of adhering to support center policies and best practices

 

  • identify the purpose of organizational policies

 

  • recognize the benefits of adhering to organizational policies

 

  • match topics featured in a support center policy to examples

 

  • determine the support source most suitable in a given scenario

 

 

 

Support Center Services and Work Environment

  • recognize the characteristics of good customer support

 

  • recognize the importance of an ethical approach to customer support

 

  • match customer support best practices to examples

 

  • identify what role managers play in encouraging Customer Service Representatives to follow best practice guidelines

 

  • identify company actions/policies that represent a commitment to a high level of customer support in a given scenario

 

  • apply methods of ensuring Customer Service Representatives take personal responsibility

 

  • recognize how commitment to customers is demonstrated in given scenarios

 

  • recognize how to protect the good image of the organization while supporting customers

 

  • recognize the benefits of having a positive service attitude

 

  • recognize examples of customer support provided with an excellent service attitude

 

  • identify personal methods of projecting an excellent service attitude

 

  • identify the factors involved in creating an effective customer support work environment

 

  • create a collaborative and supportive work environment in a given scenario

 

  • identify employee programs that help create a supportive work environment

 

  • identify the benefits of a collaborative and supportive work environment

 

  • identify the benefits of providing Customer Service Representatives with shared workspaces

 

  • identify the problems associated with shared workspaces

 

  • identify the advantages of private workspaces

 

 

 

Team and Customer Relationships

  • recognize the benefits of teamwork in a support center

 

  • match actions that will promote teamwork in a Customer Support Center to examples of each

 

  • recognize the objectives of teamwork

 

  • recognize the characteristics of an effective leader

 

  • recognize the characteristics of a supportive workplace

 

  • determine the obstacles to a team's success in a given scenario and recommend actions for improvement

 

  • recognize examples of the strategies a strong team leader can use to develop an effective team

 

  • recognize examples of techniques for establishing relationships with other departments

 

  • recognize the benefits of being able to relate to customers

 

  • recognize examples of techniques for establishing effective customer relationships

 

  • in a given scenario, encourage customer involvement in problem solving

 

  • identify the techniques used to involve customers in solving problems

 

  • match the methods used for effective cross-cultural communication to examples

 

  • recognize how language barriers can impact your communications with customers

 

 

 

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