Course Outline
Description: Master the skills needed to face the
challenges of a Customer Service Representative position. These skills taught
in the class will help develop turn out top-notch CSRs by handling calls
professionally and effectively. Students
will learn how to keep a positive attitude, even in the most trying
situations. The class concludes with
students learning how to a self-improvement plan for better service.
Duration: 1 day
Course
Content:
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
