Managing Conflict, Stress, and Time

SkillSoft
Nashua, New Hampshire, United States

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

Course Description:

'' Each customer wants her problem to be the most important problem to the Customer Support Specialist (CSS). For the CSS, adapting to each customer’s communication style, understanding each customer’s emotional response, and solving each customer’s problem can be an enormously stressful and time-consuming process.
This course is intended to show the proper methods needed to resolve conflicts, manage time, and manage stress. It also highlights the importance of a positive approach and attitude in bringing customer interactions to a satisfactory conclusion. This course helps to prepare learners interested in the Help Desk Institute (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; front-line customer service and support agents seeking to acquire new skills

Expected Duration

2.5 hours

Objectives :

Lesson Overview

recognize the benefits of being able to resolve conflicts with customers

Recognizing Potential Conflict

recognize the signs of potential conflict in a scenario

Negotiating with a Customer

recognize examples of techniques for negotiating with a customer

Lesson Overview

recognize the benefits of using a positive approach when dealing with customers

Being Assertive in the Support Environment

use assertiveness strategies with a customer in a given scenario
match typical communication behavior styles to their examples

Demonstrating Confidence

recognize actions or statements that reflect confidence
identify self-empowerment techniques for building confidence

Disengaging from a Customer

recognize examples of the techniques used to disengage with customers

Lesson Overview

recognize the benefits of implementing time-management and stress-management strategies

Managing Stress in Customer Service

recognize examples of personal strategies used to reduce stress
identify symptoms of stress

Managing Time in Customer Service

recognize examples of strategies used to manage time ...''

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

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
Customer Service Procedures
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
POWERPOINT 2007

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