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Customer Service Representative, Skills

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Customer Service Representative, Skills

Customer Service Representative, Skills

40 EURO

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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

Cumpara