This is a Guided Self-Study .25 credit course. Upon registering, you will receive a textbook that includes activities and worksheets, a course outline and end of course quiz. You will have UP TO 30 days to complete this course.
Course Description:
Ready to conquer the world of customer service? Our Call Center Success Course is here to equip you with the essential skills needed to triumph in the dynamic role of a Customer Service Representative (CSR). Get ready to become a top-notch CSR, mastering the art of handling calls with professionalism and effectiveness. Learn how to keep a positive attitude, even in the most trying situations. Create a self-improvement plan for better service.
Table of Contents:
Part 1: The CSR–A Powerful Voice
The CSR’s Valuable Role
First Impressions Count
The Call Center Challenge
The Quality Call
Part 2: Gaining the Professional Edge
- Six Elements of Professionalism
- Element 1: Manage the Customer Call
- Element 2: Know Your Products and Services
- Element 3: Be a Team Player
- Element 4: Remain Customer Focused
- Element 5: Take Responsibility
- Element 6: Make a Commitment
Part 3: The All-Important Customer
- Recognizing the Customer’s Style
- Tailoring Your Responses
- Guidelines for Analytical and Assertive Customers
- Understanding Your Own Behavioral Style
- Eight Customer Needs
Part 4: Building Your Communication Skills
- Ten Essential Communication Skills
- Skill 1: Listening Effectively
- Skill 2: Extending Common Courtesy
- Skill 3: Avoiding Statements That Give the Wrong Impression
- Skill 4: Using the Customer’s Language
- Skill 5: Gathering Customer Information
- Skill 6: Satisfying the Angry Customer
- Skill 7: Managing Technology
- Skill 8: Writing Effective Email
- Skill 9: Mental Scripting
- Skill 10: Closing the Conversation
Part 5: Attitude–Your Most Important Asset
- Shaping Your Attitude
- Choosing a Positive Attitude
- The Impact of Stress on Your Attitude
- The Call Center Workload
- Avoiding Office Gossip and Drama
Part 6: A Plan for Self Improvement
- Three Steps to Self Improvement
- Step 1: Take Stock of Your Skills
- Step 2: Define Your Objectives
- Step 3: Develop Your Action Plan
Audience: Call Center Representatives
Diplomas and Certificates Applicable to the Call Center Success course:
Get ready to unlock a world of professional growth, job satisfaction, and customer satisfaction like never before!