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The Inbound Call Center
by Skillsoft - Business
Inbound call center managers of this century will face many of the same challenges that their counterparts faced in the 20th century. The emphasis will still be on the development and acquisition of cost-effective methods to provide customers with the service they demand. By ensuring that you have a good knowledge base of the inbound call center industry you are establishing a sturdy framework for success. This course will provide you with the knowledge needed to identify customer care benefits resulting from key events in the history of call center technology; recognize the effect of environmental factors on productivity; apply the processes to turn the phone answering service into a business center; understand the value of linking with the rest of the organization; and employ methods to give customers the service they want. Becoming a successful call center manager is not an easy task. ...
$75.00
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Effective Communication Skills
by Skillsoft - Business
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 Support Specialist (CSS) must understand how to adapt to these different styles and emotions before the customers 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 CSS Certification which is targeted to individuals wishing to qualify to work in a customer support center or help desk environment. ...
$75.00
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Customer Service Procedures
by Skillsoft - Business
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 Support Specialist (CSS) Certification which is targeted to individuals wishing to qualify to work in a customer support center/help desk environment. ...
$75.00
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Support Center Services
by Skillsoft - Business
This course is intended to instruct the learner in the basic levels of service commitments and attitude. Best practices personal accountability enhancing the image of the organization and the work environment are covered. ...
$75.00
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Support Center Services and Work Environment
by Skillsoft - Business
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. ...
$75.00
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Interacting with the Customer
by Skillsoft - Business
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 Support Specialist (CSS) certification which is targeted at individuals wishing to qualify to work in a customer support center or help desk environment. ...
$75.00
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Management Tools and Metrics
by Skillsoft - Business
Customers contacting Support Centers expect the same level of professionalism each time they interact with a Customer Support Specialist (CSS). To ensure this consistently high level of service the CSS 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 CSS 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 Support Specialist (CSS) Certification which is targeted to individuals wishing to qualify to work in a customer support environment. ...
$75.00
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Managing the Quality of the Customer Support Service Center
by Skillsoft - Business
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 Support Specialist Certification which is targeted at individuals wishing to qualify to work in a customer support center or help desk environment. ...
$75.00
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Overcoming Difficult Service Situations
by Skillsoft - Business
Your customers face is more contorted than anything youve ever seen...eyes bulging fists clenched and a scowl that makes Scrooge look like a nice guy. Its tempting to cut and run but coping with even the most challenging situations is part of customer service. This course is designed to give you the means to hang in there when the going gets especially tough. Recognition of the warning signals is an important first step. Then youll practice strategies that de-escalate confrontational clients. Admitting mistakes is an easy concept but for most people its not so easy to do. This training adds just enough sugar to make the medicine go down helps us let go of our egos or our fear of being wrong and accept responsibility for errors. Though its not appropriate to tell a customer to "chill out" there are some easy to use tactics to cool down the angry client. Youll explore the steps to guiding customers toward a solution to a problem or issue. Finally tackle the exercise that tests your tolerance and take a preemptive strike at conflict by learning to plan for challenging situations before they ever occur. ...
$75.00
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The Customer Service Representative (CSR)
by Skillsoft - Business
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. Todays 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 customers 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. ...
$75.00
Details
The Customer Support Specialist (CSS)
by Skillsoft - Business
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. Todays Customer Support Specialists (CSS) 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 CSS and the environment in which he performs his duties including typical roles of the CSS in a support environment basic tasks accomplished by the CSS the support center and customers 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 Customer Support Specialist (CSS) certification which is targeted at individuals wishing to qualify for work in a customer support center or help desk environment. ...
$75.00
Details
The Customers Voice
by Skillsoft - Business
Ralph Waldo Emerson once wrote "Make yourself necessary to somebody." In todays competitive marketplace its important to make yourself and your company necessary to a lot of "somebodys". Those somebodys are your customers. This course provides the tools to learn all that you can about your customers. The focus is on recognizing and ultimately anticipating customer expectations. There are any number of ways to hear "The Customers Voice" but you have to know how to listen. Learn about the dynamics of client expectations and the inconsistent ever-changing nature of todays customer. How do customers judge our success? Youll explore the five key expectations dimensions and youll be able to assess your workplace in terms of meeting client needs. And you dont have to be James Bond to "gather intelligence" on your customers. By completing this course youll be able to master methods of compiling customer data and input. The final step in "hearing" your customer is creating compatibility. Explore how to align your services with each of your clients and gain customers for life. ...
$75.00
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The EXCEL Acronym: Instilling Service Excellence
by Skillsoft - Business
In advancing to new levels of customer service commitment its helpful to have an easy way to remember additional concepts that can make you a service superstar. Since the goal is customer service excellence this course uses the word E-X-C-E-L as an acronym for five important behaviors that impact the service mindset. It might surprise you but seeking help and knowing where to find it can improve your service abilities. Thats why E for "Enlist Help" is the first concept in the EXCEL acronym. X is for X-Ray questions developing the skills to "read" your customers by asking the right questions in the right way. Its a great relief to be able to say "Case Closed" when theres a problem area with a customer. But it takes planning and proactive thinking to stay ahead of trouble-spots and in the "C" topic this course gives you the steps to close off problematic customer issues by anticipating them. The next letter is "E" for EMPOWER YOURSELF one of the most crucial concepts to being a great service provider. This lesson establishes the steps to taking ownership of your own personal service philosophy. That brings us to the last letter "L" which issues a challenge. In "Learn to be Flexible" you must come up with a plan to increase your flexibility one day at a time. These guidelines will instill a customer service mentality and instill a spirit of commitment to service far beyond the workplace norm. ...
$75.00
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The Fundamentals of Exceptional Customer Service
by Skillsoft - Business
Youve seen the ad campaigns that boast "Customer satisfaction guaranteed." But in todays marketplace satisfaction isnt enough. This course is designed to take your goals beyond merely satisfying the customer to creating customer loyalty. The training takes aim at outdated modes of thinking and establishes the building blocks for a service mentality that increases customer commitment not to mention profits. Learn how to develop service standards and track their effectiveness. Gain new insights and strategies from the corporate masters of customer service. Explore the value of building relationships with customers. Most importantly by the end of the course youll be able create your own customer-focused philosophy. ...
$75.00
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Leading a Customer-focused Team
by Skillsoft - Business
The quality of your customer service is in the hands of the people who deliver it. As their leader its your responsibility to give them the direction resources and support they need to succeed. ...
$75.00
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Service Teams and Service Stars
by Skillsoft - Business
The Olympic athlete the Nobel Prize winner and the Oscar-nominated actor all have something in common. They are all stars in their areas of expertise. This course will move you to the level of stardom in the area of customer service. In profiling the highest achievers you will grasp the meaning of leadership the importance of long-term focus and the secrets to making your customers more memorable. In this course you will also explore the importance of being a little "self-serving." You are much better caretakers if you practice taking care of yourself. After looking at individual excellence you will look inside the workings of a championship team a group that has the know-how to deliver knock-your-socks-off service. But beware of team issues that can destroy your levels of service. You will examine the pitfalls of attitudes that can put cracks in the smoothest service armor. This is the course that will help you to be the best service provider you can be. ...
$75.00
Details
Team and Customer Relationships
by Skillsoft - Business
This course will familiarize the learner with the underlying benefits and skills needed to establish team and customer relationships. Teamwork is a critical component of a support center. This course looks at the individual responsibilities of each team member as well as the team as a whole. It also addresses the role of strong leadership in building and maintaining successful teams. In a support center customer relationships are everything – and communication is king! Many customer problems are caused by communication breakdowns. ...
$75.00
Details
Advancing Service Expertise
by Skillsoft - Business
Its obviously a treat to have a sumptuous meal at a five-star restaurant or be doted on at a five star resort. But five star service extends beyond our personal entertainment. A certain degree of pampering is key to achieving customer loyalty and this course shows us how to make "five star attitude" an integral part of our service commitment. These lessons are designed to foster awareness and new skills that deepen our customer service expertise. Gain techniques for personalizing customer interaction. Enhance your approach to customer assistance by giving it form in a structured plan. Understand the critical differences in specialized service when you are dealing with customers over the phone. And since technology now has an increasingly important place in daily business youll integrate tips for service-friendly e-mail into your customer assistance practices. With interactive examples simulated dialogues and game-like exercises this skill-building course takes your customer service proficiency up a notch toward excellence. ...
$75.00
Details
Corporate Culture: Building the Service Foundation
by Skillsoft - Business
As the saying goes "You cant create the cathedral before you build the foundation." Thats why the first course in this Customer Service series focuses on building the foundation of good service. The buzz term is "Corporate Culture." Its not some rare disease but your workplace "culture" can be positively or negatively infectious as it relates to customer service. In this course youll get the basics about corporate culture and how it impacts service. Youll be able to identify on-the-job issues that are barriers to service excellence. Simple but effective exercises will enable you to differentiate between a healthy corporate culture and an unhealthy one. At the completion of this course youll be able to develop a step-by-step action plan that sets the tone for an organization that prides itself on quality service. Finally youll gain the know-how to be a dynamic force within your own division team or group culture. By learning to strengthen the internal environment youll increase commitment to service boosting performance productivity and ultimately success. ...
$75.00
Details
Facilitating Virtual and On-site Teams
by Skillsoft - Business
Knowing how to facilitate maturing on-site and virtual teams is critical because it is at this time that teams typically reach peak performance. Mature teams begin to perform independently and its important that the leaders role changes to that of a facilitator. ...
$75.00
Details
Establishing Team and Customer Relationships
by Skillsoft - Business
This course will familiarize the learner with the underlying benefits and skills needed to establish team and customer relationships. Teamwork is a critical component of a Support Center. This course looks at the individual responsibilities of each team member as well as the team as a whole. It also addresses the role of strong leadership in building and maintaining successful teams. In a Customer Support Center customer relationships are everything - and communication is king! Many customer problems are caused by communication breakdowns. This course explores how to avoid communication breakdowns by involving customers in problem solving and being able to communicate effectively in the global community where cross-cultural issues abound. ...
$75.00
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Inbound Call Center Management: Leadership
by Skillsoft - Business
Did you know that your personality can greatly affect your leadership skills? Are you aware that even if you are a fabulous manager you may not be an effective leader? As a call center manager how can you motivate everyone including senior management to work together toward a common goal? As you progress through this "Inbound Call Center Management: Leadership" course you will become aware that enhancing your leadership skills can move you closer to your goal of managing an efficient and team-oriented call center. By participating in this course you are ensuring that your call center will receive the best management and leadership that you can provide. ...
$75.00
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Inbound Call Centers: People Management
by Skillsoft - Business
Inbound call centers are often the only link between a company and its customers. As a call center manager you want to hire agents with special customer service "genes." Good call center agents do a better job on the telephone are happier with their work and genuinely enjoy helping customers. This course will help you staff your call center with the right people for the job. Youll learn how to select the best candidates accommodate agent diversity and become aware of union and nonunion personnel policies. Have you ever wondered how to attain high agent performance and low employee turnover? This course will show you how. Youll learn about calculating agent requirements building workforce schedules and conquering employee absenteeism. Finally this course will present procedures that are necessary to keep a call center running smoothly. This course will equip you with the people-management skills that will ensure the success of your call center. ...
$75.00
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Inbound Call Center Technology
by Skillsoft - Business
Today the technology within the inbound call center is constantly changing and improving. How can you as a call center manager keep up with this advancing technology? Moreover why should you? This course will explain the fundamentals of inbound call center technology and explore ways current technology might evolve. It examines different methods of obtaining this technology and outlines how to protect your call center through Disaster Recovery Planning. Understanding inbound call center technology is one important step to providing better service to your customers. Having technical knowledge of the call center is a considerable advantage when few in the call center environment understand the technology they work with. ...
$75.00
Details
Performance Metrics for an Inbound Call Center
by Skillsoft - Business
The call center environment typifies the active fast pace of the business world. In this hectic environment is there time to consider how things are being done? There should be. As the call center industry slowly transforms into a customer management industry the impetus will be on call center managers to ensure customers receive the best service possible. But where do you look to analyze performance? Is performance quantifiable? Yes it is! Call center performance metrics outlines the path to improved operations. This course will explore the full range of call center performance metrics. It will look at where the metrics come from what they reflect on and how they can be analyzed to improve performance. ...
$75.00
Details
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