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| Contact Center Essentials |
Recognize the functions of customer contact centers and the roles of customer service representatives |
1 hr |
| CSR Success Criteria |
Appreciate the essential skills and qualities that will ensure successful customer service operations |
1.5 hrs |
| Customer Response Etiquette |
Identify best practices for communicating with customers |
3 hrs |
| Build Customer Rapport 1 |
Adopt communication styles for successful rapport |
1.5 hrs |
| Build Customer Rapport 2 |
Improve verbal and written communication skills in order to deliver excellent customer service |
1.5 hrs |
| Maximize Call Performance 1 |
Review the stages of a typical customer call flow and initiate a positive rapport with your client |
1.5 hrs |
| Maximize Call Performance 2 |
Ensure that the customer contact is a positive experience |
2.5 hrs |
| Satisfy Customer Needs |
Distinguish different customer characteristics, recognize appropriate techniques to successfully respond to each type of person, and convert difficult situations into a positive experience |
3 hrs |
| Reduce CSR Stress |
Cope with stressful customer situations while maintaining a courteous and professional demeanor |
2.5 hrs |
