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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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ITIL: Continuity and Availability Management
by Skillsoft - Business
American businesses have had to face many disasters since the onset of the new millennium. There have been fires hurricanes tornadoes floods large-scale power outages terrorist attacks and damaging computer viruses just to name a few. As businesses become more dependent on IT services disasters such as these can disable or even ruin companies in the blink of an eye. ...
$75.00
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ITIL: Problem and Change Management
by Skillsoft - Business
Every information technology (IT) system suffers unexpected problems and errors. These unexpected interruptions can be extremely costly in terms of lost productivity and lost customer satisfaction. The IT infrastructure library (ITIL) is the most widely accepted approach to IT service management (ITSM) and it can help organizations set up rigorous processes to identify classify and resolve problems and errors as well as identify and implement appropriate solutions. ...
$75.00
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Managing Challenges in Customer Service
by Skillsoft - Business
During an average working day in a call center customer service agents (CSAs) handle dozens of customer calls. The calls may range from simple requests for product information to urgent demands for solutions to complex problems. The callers may range from quiet logical and professional in their manner to noisy impatient and infuriated. CSAs are expected to meet the challenges of handling all of these calls and customers with speed skill accuracy and composure. ...
$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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Discovering What Your Customers Want
by Skillsoft - Business
The data are in and theres no doubt about it: The return on customer loyalty goes directly to your companys bottom line. Too often however organizations seeking to improve customer satisfaction and loyalty begin with a survey. To build a successful customer satisfaction system you have to begin with the basics. ...
$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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ITIL: Configuration and Release Management
by Skillsoft - Business
Organizations make substantial investments in their information technology infrastructures. That investment pays off only if the organization uses its information resources to increase productivity. Information technology planners and managers must understand how the components of the IT infrastructure interact if they want to eliminate waste and improve service to the users of the system. ...
$75.00
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ITIL: Financial and Security Management
by Skillsoft - Business
IT organizations face numerous challenges every day. Two of the biggest challenges are to become and stay profitable and to protect their systems from unauthorized access. The IT infrastructure library (ITIL) is the most widely accepted approach to IT service management (ITSM) and it can help IT organizations set up rigorous processes to aid in their efforts to become and remain solvent and to keep their systems secure. ...
$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
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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
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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
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Bridge the Expectations Gap
by Skillsoft - Business
You have to be prepared to walk a mile in their shoes to understand more fully what customers experience when they deal with your company. Theres nothing more effective in emphasizing the gap between what you believe their experiences to be and their realities than thinking and acting like a customer. This course takes you through several processes for doing exactly that and youll be shown how to find out if dealing with your company is a delight or a disappointment. ...
$75.00
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Working with Internal Customers
by Skillsoft - Business
Excellent customer service lies at the heart of any successful business. However you should not overlook the importance of meeting the needs and expectations of your fellow employees your internal customers. By helping other people within your organization you enable it to succeed. Great internal customer service improves peoples morale productivity and external customer service and ultimately makes your organization more financially secure. Giving great service to your internal customers means that people you work with can see hear and feel that they are valued. When employees value one another the result is increased performance which contributes to the success of the entire organization and creates a positive and productive working environment. ...
$75.00
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ITIL: Service Level and Capacity Management
by Skillsoft - Business
IT service can be a balancing act. For example organizations must achieve and maintain a balance between the quality of IT service given and received in a manner that is both customer focused and cost effective. Simultaneously organizations need to provide the required capacity for data processing and storage at the right time and in a cost effective way. ...
$75.00
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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
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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
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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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Excellence in Internal Customer Service
by Skillsoft - Business
In todays fast-changing and highly competitive business climate offering excellent customer service has never been so important. But what about taking a different approach? Has your organization tried looking inwardly to find the answers to offering great service? Organizations consist of an independent chain of individuals and functional units each taking inputs from one another and turning them out into external customer service. If everyone within the organization works to provide their "internal" customers with better service then the end customers will receive a much higher quality service in the long run. Focusing on your internal customers not only helps your organization to survive and prosper but also has the added benefit of motivating your employees meeting their needs and promoting a satisfying environment to work within. ...
$75.00
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Identifying Your Customers Expectations
by Skillsoft - Business
Customers have expectations of all the companies with which they transact business. These expectations may be predominantly unspoken but all the same they have a strong influence on how your company its employees products and services are perceived. In the first lesson of this course youll be shown what characteristics customers want to see demonstrated what external influences generate customers expectations and how your companys ability to fulfill expectations at various levels impacts on customer satisfaction. ...
$75.00
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Customer Support Specialist Simulation
by Skillsoft - Business
You are a call center representative for BroadBandCast Inc. one of the worlds leading communication companies. Digital cable TV high-speed Internet and phone service are among the companys products. ...
$75.00
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Customer Satisfaction: Analysis and Implementation
by Skillsoft - Business
What you get out of a well-designed customer satisfaction survey will depend largely on the power of the analytical tools you apply to the data and the effectiveness of actions taken based on the resulting information. Although the analysis itself is best conducted by your statistical team youll be able to use survey results more effectively if you understand how key analytical tools are applied. ...
$75.00
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Call Center Telephone Sales
by Skillsoft - Business
How many times have you attempted to get your point across over the phone only for it to end up unsuccessful? Would you like to improve your conversational skills? When you take this course you will learn how to save your and your customers time. Learn which principles and techniques of selling professional presentation approaches and telemarketing laws apply to you. Using your time efficiently is important because time is money! Remember this course is dependent on the previous call center courses; to be a good sales rep you need a combination of communication and customer service skills. ...
$75.00
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Cross-selling in a Customer Service Call
by Skillsoft - Business
If theres one advantage most companies have learned to appreciate in recent years its "flexibility". Technology the economy and global events have forced companies to cope with a host of new challenges by being flexible. Flexibility is a key factor in customer call centers. ...
$75.00
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Frontline Call Center Skills Simulation
by Skillsoft - Business
This simulation will test your ability to deal with unhappy external customers and to establish good working relationships with internal customers--your co-workers. Using this simulation will help you assess and practice your skills assisting various customer types such as; "relater" "director" and "thinker." ...
$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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Technical Support Agent Skills Simulation
by Skillsoft - Business
Having evolved far beyond the "break-fix" model todays technical support centers are staffed with TSA professionals who must add to their technical repertoire a high standard of customer-relations management sales skills and keen problem-solving ability. ...
$75.00
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Internal Customer Service: Conflict and Complaints Simulation
by Skillsoft - Business
Complaints are an inherent part of customer service and this is especially true of internal customer service. No matter the level of vigilance problems will arise and when they do they must be greeted with quick and effective responses to ensure that business can proceed. ...
$75.00
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Overcoming Internal Customer Service Problems
by Skillsoft - Business
Managing relationships with your internal customers isnt always smooth sailing. When internal customer service does not go according to plan problems occur or communication breaks down what can you do to get your plans back on track and break down barriers? At times like these you and your employees need to act swiftly and proactively to solve the problem and regain the customers trust. In this course youll learn the art of sustaining excellent service and recovering the situation when things go wrong. By examining the pitfalls that can occur and following a set of useful techniques and guidelines you can salvage internal customer relationships and increase your chances of sustaining customer service excellence. ...
$75.00
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Providing Customer Service Simulation
by Skillsoft - Business
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. ...
$75.00
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Professional Skills for Customer Service Agents
by Skillsoft - Business
As a customer service agent (CSA) the focus of your job is to solve customers problems within a short amount of time. To do this you have to understand the optimum methods for professionally processing a large volume of customers representing many different personality types. This can be a challenging task. You can successfully handle an agents workload while satisfying customers by mastering a few vital skills. "Professional Skills for Customer Service Agents" covers professional issues such as call-center ethics and call protocol; procedures and techniques for handling calls and gaining customer confidence; and questioning and listening skills to help you address customer concerns more effectively. You will learn skills that help CSAs to efficiently and respectfully gather customer information and where appropriate take action to place a customer on hold without offending the customer or losing the call. When combined the behavioral skills covered in this course can lead to a more satisfying work experience and increase your success rate as a customer service agent. ...
$75.00
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Excel at Customer Service Simulation
by Skillsoft - Business
Youre 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 Jareds customers dont know that he left be prepared for some surprised reactions when you start talking to his former accounts. ...
$75.00
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The Call Center Industry
by Skillsoft - Business
When people pick up a phone and hear someone greeting them from the XYZ Company they put little thought into the people process or technology behind the phone call. To them the person on the phone is just a voice on the other end of the line. This course will examine all of the aspects of a call center. In order to facilitate this examination this course has been broken down into three parts: overview call center organization and call center technology. ...
$75.00
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The Customer Service Agent in Action
by Skillsoft - Business
There are now some 7 million customer service agents (CSAs) working in nearly 80000 call centers in the United States. Call centers are burgeoning in Europe and the Pacific Rim as well and experts predict that the number of CSAs will grow by 20 percent each year. Worldwide revenues for the call center industry could soon reach almost $60 billion. The magnitude of these numbers suggests the important role that customer service agents play in todays business world. ...
$75.00
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Developing Customer Satisfaction Surveys
by Skillsoft - Business
By the time most people have the chance to develop their first survey theyve seen so many that it seems like developing one will be a piece of cake. To an extent theyre right. Developing a GIGO (Garbage In/Garbage Out) survey is a no-brainer. Developing a survey that gets valid reliable data however is both science and art. ...
$75.00
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Managing a Customer-focused Department Simulation
by Skillsoft - Business
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 companys reputation. To counter this customer service representatives must remain vigilante on top of their game at all times. As a customer service manager its your job to help your representatives meet this demand. ...
$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
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Measuring Customer Satisfaction Simulation
by Skillsoft - Business
Stratoscape Creations is an industry-leading producer of multimedia and gaming products. They are responsible for bringing to the market some of the most popular flight simulators and first-person adventure games of the last decade. But competition has grown increasingly fierce in the industry and Stratoscape is starting to feel the bite of an up-and-coming company Tempests Core. ...
$75.00
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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
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Assessing Customer Behavior
by Skillsoft - Business
In the modern customer-centric business model dealing with all customers in a positive and efficient manner is paramount. But this goal can become daunting to a TSA who has not developed the ability to identify various behavior types and apply appropriate techniques to deal with them in a way that builds a positive relationship between the customer and the company. This course instructs agents in how to identify customer behavior and explains effective techniques that help make the experience a positive one for both the customer and the TSA handling the call. ...
$75.00
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Customer Service Agent Skills Simulation
by Skillsoft - Business
Kenworth Domestic Appliances (KDA) is a national manufacturer and direct seller of household devices offering a line of products that ranges from toasters to central-air conditioning units. Post-sales support is critical to their operation and KDA prides itself on superior customer service. For the duration of this simulation the learner will assume the role of customer service agent generalist in the companys central call center. ...
$75.00
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Using Surveys to Measure Customer Satisfaction
by Skillsoft - Business
If youre lucky your customers will complain when they are dissatisfied with your companys service. If youre not so lucky theyll say nothing and just take their business elsewhere. ...
$75.00
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