Training Course:Effective Communication SkillsSchool/Trainer:SkillSoft
Nashua, New Hampshire, United States
Course Format: Classroom | E-learning | Virtual Class | Online | On-site | Blended | Self-paced
Course Description:
'' 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 customer’s 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 HDI CSS Certification, which is targeted to individuals wishing to qualify to work in a customer support center or 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
3.0 hours
Objectives :
Lesson Overview
recognize the benefits of ensuring and maintaining customer satisfaction
Differentiating Customers’ Needs
apply the techniques for satisfying the psychological needs of a customer in a given scenario
apply the techniques for satisfying the business needs of a customer in a given scenario
The Call-flow Process
apply the call-flow process to meet the customer’s needs in a given scenario
Communication Styles
recognize how to relate to the different communication styles
match the communication styles with their examples
Lesson Overview
recognize the benefits of writing effective e-mails and reports of customer-related incidents
Documenting Incidents
document an incident in a given scenario
recognize best practices for editing incident documentation
E-mail Etiquette
determine the appropriate e-mail etiquette to use in a given scenario
Lesson Overview
identify the strategies that ensure your customer interactions are positive and productive
Open-ended and Closed-ended Questions
use open-ended and closed-ended questions with a customer in a given scenario
match open-ended and closed-ended questions to their benefits
Understanding Customer Emotions
match the behavioral techniques that a CSS can use to understand customers’ emotions with their definitions
Building Rapport
identify the purpose of each element used to build rapport with customers ...''
Please go to the school's official website for training price and schedule:
http://www.skillsoft.com/
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
Other training courses offered by SkillSoft:
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
Managing Conflict, Stress, and Time
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
OUTLOOK 2007
Notice: The course description on this page was captured from the Internet as historical reference or submitted by visitors. It was archived statically and not updated from day to day.
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