Customer Service Procedures

SkillSoft
Nashua, New Hampshire, United States

Course Format: Classroom | E-learning | Virtual Class | Online | On-site | Blended | Self-paced

Course 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 HDI Customer Support Specialist (CSS) Certification, which is targeted to individuals wishing to qualify to work in a customer support center/help desk environment.

Target Audience

Individuals interested in the Help Desk Institute’s (HDI) Customer Support Specialist (CSS) certification

Expected Duration

3.5 hours

Objectives :

Lesson Overview

identify the benefits of process management

Overview of Process Management

match the goals of process management with descriptions of how each improves the performance of the CSS
match the elements from the process management system with their examples

Documenting Processes and Procedures

match examples of document types to the appropriate documentation tier
identify the benefits of accurately documenting processes

Lesson Overview

identify the importance of effective call handling in the operation of a support center

Procedures for Dealing with Calls

use appropriate procedures for handling a call in a given scenario

Communicating Status Updates to Customers

select the appropriate actions when communicating status updates in a scenario

Using the Problem-solving Model

apply problem-solving techniques in the interaction between a CSS and a customer

Interacting with the Customer

identify unprofessional behaviors to avoid when dealing with a customer
identify the steps involved in putting a customer on hold
identify the information to be included when leaving a voice message for a customer

Lesson Overview

identify the benefits of being able to deal effectively with "problem" customers

Dealing with Abusive or Irate Customers

implement strategies for dealing with abusive customers in a given scenario
identify techniques for dealing with irate customers

Dealing with Emotional Customers

implement an appropriate strategy to deal with an emotional customer in a given scenario
recognize emotional customers

Lesson Overview

identify the benefits provided by the escalation of complaints

Using Escalations

match customer issues with the appropriate escalation approach

Keeping the Customer Informed

select appropriate ways of updating a customer in a given scenario
identify appropriate approaches for updating a customer ...''

Phone:877.545.5763

School Address:

SkillSoft
107 Northeastern Blvd.
Nashua, NH 03062 USA
603-324-3000

World Headquarters
SkillSoft PLC
Belfield Office Park
Clonskeagh
Dublin 4, Ireland
Phone: +353 1 218 1000

SkillSoft Asia Pacific Headquarters
Level 1
71 Epping Road
(PO Box 365, North Ryde NSW 2113)
North Ryde NSW 2113
Sydney Australia
Phone: +61 2 9886 0500

SkillSoft U.K. Ltd.
EMEA Headquarters (U.K.)
Compass House
2nd Floor
207-215 London Road
Camberley
GU15 3EY
Phone: +44 (0) 127 640 1950

SkillSoft Canada Services Center
20 Knowledge Park Drive
Fredericton, NB E3C 2P5
Canada
Phone: 506-457-1285


Jobs & Resumes: Nashua
Houses & Roommates: Nashua

Sexual Harassment at Work (HRCI/PHR)
Employment Relations (HRCI/PHR)
Compensating Employees (HRCI/PHR)
Developing Human Resources (HRCI/PHR)
Developing Employees (HRCI/PHR)
Employee and Labor Relations Strategies
Safety, Health, and Security Strategies
Compensation and Benefits Strategies
Workforce Planning and Employment Strategies
Managing the Quality of the Customer Support Service Center
Managing Conflict, Stress, and Time
Effective Communication Skills
Interacting with the Customer
Establishing Team and Customer Relationships
Support Center Services
The Customer Support Specialist
ECDL/ICDL 4
OFFICE WORD 2007
EXCEL 2007

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