Learning Object ID: 1642 Estimated Time: 03 hr 30 min Description:Have you just become a call center customer service representative? Maybe you are experiencing some feelings of anxiety, as do many novice agents. You may be concerned about dealing with customers' issues one-on-one. Fortunately, there is a comprehensive training course for people in your situation. This course will help you overcome reservations about customer service in a call center setting. This course for potential or new call center agents is designed to introduce the learner to the necessary information and tools required to professionally handle customer service calls in a call center environment. Becoming a great customer service representative requires having finely tuned communication skills. Therefore, it is suggested that the you take the course Call Center Communication Skills prior to taking the Call Center Customer Service course.
Learning Object ID: 11088 Estimated Time: 03 hr 30 min Description:Effective communication is essential to the success of any customer-oriented business. Each customer will have their own style of communication as well as an emotional response to contacting a support center. In order to effectively communicate, the Customer Service Representative (CSR) must understand how to adapt to these different styles and emotions before the customer's problems can be dealt with. This course explains how to adapt to the different communication types and identifies the common emotions that customers experience when contacting the support center. It also explains how to adapt your writing skills to communicate through e-mail and to document incidents. This course helps to prepare learners interested in the CSR Certification, which is targeted to individuals wishing to qualify to work in a customer support center or help desk environment.
Learning Object ID: 11089 Estimated Time: 03 hr 30 min Description:Each customer wants her problem to be the most important problem to the Customer Service Representative (CSR). For the CSR, adapting to each customer's communication style, understanding each customer's emotional response, and solving each customer's problem can be an enormously stressful and time-consuming process. This course is intended to show the proper methods needed to resolve conflicts, manage time, and manage stress. It also highlights the importance of a positive approach and attitude in bringing customer interactions to a satisfactory conclusion. This course helps to prepare learners interested in the Customer Service Representative (CSR) certification, which is targeted to individuals wishing to qualify to work in a Customer Support Center/help desk environment.
Learning Object ID: 11087 Estimated Time: 03 hr 30 min Description:Failing to realize the importance of customer service and effective complaint handling leads to increasingly dissatisfied customers. Organizations need to be able to address the needs of customers in an effective and efficient manner. This course is intended to show the proper procedures and processes needed to provide effective customer service: how to properly support a customer, how to overcome communication problems, and how to use active listening. This course helps to prepare learners interested in the Customer Service Representative (CSR) certification, which is targeted at individuals wishing to qualify to work in a customer support center or help desk environment.
Learning Object ID: 6054 Estimated Time: 01 hr 00 min Description:Customer Service Skills Survey measures the test taker's understanding of and attitude about customer service practices. This survey is designed to measure the customer service aptitude of any customer service representative and may be administered to those who deal with internal or external customers such as customer service, technical support or retail sales workers.
Learning Object ID: 11090 Estimated Time: 03 hr 00 min Description:Failing to realize the importance of customer service and effective complaints handling leads to increasingly dissatisfied customers. Organizations need to be able to address the needs of customers in an effective and efficient manner. This course is intended to show the proper procedures and processes needed to provide effective customer service: how to properly support a customer, how to provide accurate documentation, and how to handle difficult customers. This course helps to prepare learners interested in the Customer Service Representative (CSR) Certification, which is targeted to individuals wishing to qualify to work in a customer support center/help desk environment.
Learning Object ID: 6580 Estimated Time: 01 hr 00 min
Learning Object ID: 11093 Estimated Time: 02 hr 00 min Description:Dissatisfied customers can become irrational, irate and even abusive towards Customer Service Representatives. Organizations need to be able to address the needs of such customers in a professional, positive manner, and have processes in place so that Customer Service Representatives know how and when to escalate such a call. This course describes how to properly support an irrational customer, handle emotional and rambling customers, and how and when to escalate customer complaints. This course helps to prepare learners to work in a customer support center/help desk environment.
Learning Object ID: 11094 Estimated Time: 00 hr 30 min Description:You're a new customer service representative at Azimuth, a growing company specializing in global positioning systems (GPS) technology. You were hired to replace Jared, who left the company abruptly. As Jared's customers don't know that he left, be prepared for some surprised reactions when you start talking to his former accounts.This simulation is based on the SkillSoft series "Excelling at Customer Service" and has links to the following courses: cust_05_a01_bs_enus, cust_05_a02_bs_enus, cust_05_a03_bs_enus, cust_05_a04_bs_enus, cust_05_a05_bs_enus, cust_05_a06_bs_enus, cust_05_a07_bs_enus, and cust_05_a08_bs_enus. This is one of two simulations developed for this series.
Learning Object ID: 6654 Estimated Time: 01 hr 00 min
Learning Object ID: 1669 Estimated Time: 00 hr 30 min Description:Attracting new customers is important, but retaining them is an even greater challenge. It takes only a moment--a single lapse in service; an unmet expectation; a delay in delivery--to lose a customer forever and tarnish a company's reputation. To counter this, customer service representatives must remain vigilante, on top of their game at all times. As a customer service manager, it's your job to help your representatives meet this demand. The Managing a Customer-focused Department Simulation is designed to help managers, supervisors, and team leaders motivate, manage, and support customer service staff. Over the course of the simulation, participants will practice a series of customer service management skills, encompassing the objectives of delivering the essentials of customer service, obtaining employee support, reviewing the service process, improving the service process, managing team performance, and empowering and motivating customer service providers. The Managing a Customer-focused Department Simulation comprises three scenarios and is based on the SkillSoft series Managing a Customer-focused Department. Throughout the simulation links are provided to the following SkillSoft courses: CUST0171, CUST0173, and CUST0174.
Learning Object ID: 11095 Estimated Time: 00 hr 30 min Description:The art of effective customer service requires anticipating your customers' needs and expectations in addition to working with them to handle and solve any and all of their present issues or requests. How well you can successfully practice effective customer service techniques will make the difference between building long-term customer relationships or losing patronage forever. Your role: As a Customer Service representative for Bizjet Airlines, you will be challenged to deal with various customer service scenarios during the course of your workdays. Whether it's in person, on the phone, or through e-mail, you'll either be working toward building a clientele of new and repeat customers, or encouraging these customers to fly with a competitor. This simulation is based on the SkillSoft series "Excelling at Customer Service" and has links to the following courses: cust_05_a01_bs_enus, cust_05_a02_bs_enus, cust_05_a03_bs_enus, cust_05_a04_bs_enus, cust_05_a05_bs_enus, cust_05_a06_bs_enus, cust_05_a07_bs_enus, and cust_05_a08_bs_enus. This is one of two simulations developed for this series.
Learning Object ID: 11091 Estimated Time: 03 hr 30 min Description:Customers who experience problems with your service represent a significant challenge to your company. If the support center is able to deal with incidents efficiently, your company can benefit enormously. Reputation and customer satisfaction can be restored and procedures can be established to recognize and prevent future incidents. This course examines the processes involved in incident management and how a support center can use them to best effect. The course introduces the concepts behind incident management, demonstrates how to deal with and close incidents correctly, and teaches how to apply Service Level Agreement terms and Quality Assurance principles. The course helps to prepare learners interested in the Customer Service Representative Certification, which is targeted at individuals wishing to qualify to work in a customer support center or help desk environment.
Learning Object ID: 11085 Estimated Time: 03 hr 00 min Description:This course is intended to introduce the learner to the basic levels of service commitments and attitude expected of customer service representatives. Best practices, personal accountability, enhancing the image of the organization, and the work environment are covered.
Learning Object ID: 11092 Estimated Time: 03 hr 00 min Description:Customers contacting Support Centers expect the same level of professionalism each time they interact with a Customer Service Representative (CSR). To ensure this consistently high level of service, the CSR can draw an array of management tools and processes that both guide and measure his performance. This course is intended to demonstrate the management and measurement tools a professional CSR is expected to use when dealing with individual customers and participating in the overall operation of the Support Center. The skills and knowledge required include how to use tools associated with problem, change, knowledge, and security management. This course helps to prepare learners interested in the Customer Service Representative (CSR) Certification, which is targeted to individuals wishing to qualify to work in a customer support environment.
Learning Object ID: 11084 Estimated Time: 03 hr 30 min Description:It costs a business much more to acquire a new customer than it does to retain an existing one. So it makes sense that a business must do everything it can to support and satisfy existing customers. Handling complaints effectively and efficiently can result in increased customer loyalty. Today's Customer Service Representatives (CSR) and support centers have a vital role to play in ensuring customers' needs are addressed in an effective, efficient manner. This course will familiarize the individual with the basic role of the CSR and the environment in which he performs his duties, including typical roles of the CSR in a support environment, basic tasks accomplished by the CSR, the support center and customer's role in a support environment, how the support center has evolved, and company and support center best practices. This course prepares individuals interested in the CSR certification, which is targeted at individuals wishing to qualify for work in a customer support center or help desk environment.
