Customer Service Representative, Skills

40 EURO
10 EURO
+ TVA
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  Curs on-line
  12 ore
Predare in limba: Engleza
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Customer Interactions
Credit NASBA: 3

Communication Skills
Credit NASBA: 4.5

Conflict, Stress, and Time Management
Credit NASBA: 2.5

Structura cursului

Customer Interactions

  • recognize the benefits of using effective communication skills

 

  • classify examples of communication as formal or informal

 

  • apply common methods to overcome the barriers to effective communication in a given scenario

 

  • identify the typical barriers to effective communication

 

  • recognize the benefits of using voice attributes to influence how you are perceived by customers

 

  • use effective speaking skills in a given scenario

 

  • match each technique for improving your speaking skills to its associated benefit

 

  • match positive and negative vocal cues with examples

 

  • recognize the benefits of having effective listening skills

 

  • recognize the benefits to using the best practices of effective listening

 

  • match factors that prevent effective listening to the appropriate example

 

  • use active listening skills to deal with a customer in a given scenario

 

  • recognize the benefits of using active listening

 

  • match the classifications of the mirroring behaviors involved in active listening to the appropriate example

 

  • recognize conditions that could create barriers to active listening in a customer support situation

 

  • apply appropriate paraphrasing skills to deal with a customer in a given scenario

 

  • recognize the benefits of paraphrasing

 

 

 

Communication Skills

  • recognize the benefits of ensuring and maintaining customer satisfaction

 

  • identify the key concepts associated with understanding call differentiating

 

  • apply the techniques for satisfying the psychological needs of a customer in a given scenario

 

  • apply the techniques for satisfying the business needs of a customer in a given scenario

 

  • apply the call-flow process to meet the customer's needs in a given scenario

 

  • recognize how to relate to the different communication styles

 

  • match the communication styles with their examples

 

  • identify guidelines for matching a customer's communication style

 

  • recognize the benefits of writing effective e-mails and reports of customer-related incidents

 

  • document an incident in a given scenario

 

  • recognize best practices for editing incident documentation

 

  • determine the appropriate e-mail etiquette to use in a given scenario

 

  • identify the strategies that ensure your customer interactions are positive and productive

 

  • use open-ended and closed-ended questions with a customer in a given scenario

 

  • match open-ended and closed-ended questions to their benefits

 

  • match the behavioral techniques that a CSR can use to understand customers' emotions with their definitions

 

  • recognize how to adapt to a customer's competency level

 

  • identify the purpose of each element used to build rapport with customers

 

 

 

Conflict, 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

 

 

 

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