Interacting with the Customer

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 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 Help Desk Institute’s (HDI) Customer Support Specialist (CSS) certification, which is targeted at 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 using effective communication skills

Elements of Communication

classify examples of communication as formal or informal

Barriers to Communication

apply common methods to overcome the barriers to effective communication in a given scenario
identify the typical barriers to effective communication

Lesson Overview

recognize the benefits of using voice attributes to influence how you are perceived by customers

Effective Speaking Skills

use effective speaking skills in a given scenario
match each technique for improving your speaking skills to its associated benefit

Vocal Cues

match positive and negative vocal cues with examples

Lesson Overview

recognize the benefits of having effective listening skills

Effective Listening

recognize the benefits to using the best practices of effective listening
match factors that prevent effective listening to the appropriate example

Using Active Listening

use active listening skills to deal with a customer in a given scenario
match the classifications of the mirroring behaviors involved in active listening to the appropriate example

Paraphrasing

apply appropriate paraphrasing skills to deal with a customer in a given scenario
recognize the benefits of paraphrasing ...''

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

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
Effective Communication Skills
Establishing Team and Customer Relationships
Support Center Services
The Customer Support Specialist
ECDL/ICDL 4
OFFICE WORD 2007
EXCEL 2007
POWERPOINT 2007
OUTLOOK 2007
ACCESS 2007

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