E-Learning Customer Service Representative Essentials
Enabling professional development since our inception in 1991
Trusted advisor for many Fortune 500 companies
One of the highest PMP Exam pass rates in the industry
Course 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.
What you will learn?
Familiarize the individual with the basic role of the CSR and the environment in which he/she performs his/her 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
How to adapt to the different communication types and identifies the common emotions that customers experience when contacting the support center. Also learn how to adapt your writing skills to communicate through e-mail and to document incidents
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
Proper methods needed to resolve conflicts, manage time, and manage stress while highlighting the importance of a positive approach and attitude in bringing customer interactions to a satisfactory conclusion
The data contained within this site includes references to corporate logos, product and corporate names that are trademarks or registered trademarks of other businesses.
PRP is a Trademark of Bay3000 Consulting Inc.
ClearviewPM is a Trademark of Bay3000 Consulting Inc.
“PMI®” and the PMI logo are service and trademarks of the Project Management Institute, Inc. registered in the United States and other nations.
"Certified Associate in Project Management (CAPM®)" and "CAPM®" are trademarks of the Project Management Institute, Inc. registered in the United States and other nations.
"PMI Risk Management Professional (PMI-RMP®)" and "PMI-RMP®" are trademarks of the Project Management Institute, Inc. registered in the United States and other nations.
"PMI Scheduling Professional (PMI-SP®)" and "PMI-SP®" are trademarks of the Project Management Institute, Inc. registered in the United States and other nations.
"Project Management Professional (PMP)®", "PMP®" and "Project Management Professional®" are trademarks of the Project Management Institute, Inc. registered in the United States and other nations.
"Program Management Professional (PgMP)®" and "PgMP®" are trademarks of the Project Management Institute, Inc. registered in the United States and other nations.
“PMBOK® Guide” is a trademark of the Project Management Institute, Inc. registered in the United States and other nations.
“Building professionalism in project management®” and "Making project management indispensable for business results®" are registered trademarks of the Project Management Institute, Inc. registered in the United States and other nations.
"PMI Registered Education Provider" and the "PMI R.E.P. logo" are registered marks of the Project Management Institute, Inc.
ITIL® is a registered trade mark of AXELOS Limited
The ITIL Accredited Training Organization logo is a trade mark of AXELOS Limited
The Swirl logo™ is a registered trade mark of AXELOS Limited
IT Infrastructure Library® is a registered trade mark of AXELOS Limited
PRINCE2® is a registered trade mark of AXELOS Limited
The PRINCE2 Swirl logo™ is a registered trade mark of AXELOS Limited
BABOK®, Business Analysis Body of Knowledge®, IIBA®, and the IIBA® logo are registered trademarks owned by International Institute of Business Analysis.
CBAP® and the CBAP logo are registered certification marks owned by International Institute of Business Analysis.
Certified Business Analysis ProfessionalTM, EEPTM and the EEP logo are trademarks owned by International Institute of Business Analysis.
The IIBA® chapter logo, IIBA® Associate Sponsor logo, IIBA® Corporate Sponsor logo, IIBA® Industry Sponsor logo, and IIBA® member logo are logos owned by International Institute of Business Analysis.
