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Customer Service Representative, Skills
40 EURO
10
EURO
+ TVA
+ TVA
Reducere prin Studentie.ro 75%
Curs on-line
12 ore
Predare in limba: Engleza
Cumpara
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
