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Duration: 24.0

As a customer service representative (CSR), creating a support culture that focuses on your customers' needs is key. In this course, you'll learn how to project an excellent service attitude that will enhance your interaction with your customers. You'll also explore how to establish effective customer relationships and involve customers in problem solving. In addition, you'll discover methods to communicate effectively in a cross-cultural customer support center or help desk environment.

  • recognize examples of customer support provided with an excellent service attitude
  • identify personal methods of projecting an excellent service attitude
  • recognize examples of techniques for establishing effective customer relationships
  • recognize the steps to encourage customer involvement in problem solving
  • match the methods used for effective cross-cultural communication to examples
  • recognize how language barriers can impact your communications with customers

Duration: 30.0

Failing to realize the importance of customer service and effective communication can lead to increasingly dissatisfied customers. This course provides valuable advice on how to improve your interactions with customers, including how to overcome barriers to communication as well as how to speak effectively, use vocal cues, and listen actively and use paraphrasing to convey your understanding of the customer's needs.

  • classify examples of communication as formal or informal
  • identify methods to overcome barriers to effective communication
  • recognize the skills required for effective speaking
  • match positive and negative vocal cues with examples
  • identify the factors that contribute to effective listening
  • match the mirroring behaviors involved in active listening to their characteristics
  • identify the benefits of using paraphrasing techniques
  • use verbal communication skills effectively in a customer support environment

Bundle Contents: 4 Courses

$199.00 $796.00 75.00% Off List Price!
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