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.
Duration: 27.0
One of the most challenging and potentially uncomfortable responsibilities of a customer service person is dealing with angry customers. By following a few simple techniques, you can usually defuse tense situations without incident. In this course, you'll learn about typical trouble spots in dealing with angry customers and guidelines for avoiding or overcoming them. You'll also learn how to handle a customer complaint by defusing the tension, investigating the problem, and coming to an agreement on a solution.
Duration: 28.0
There are several defining moments, or moments of truth, that can make or break every service transaction. To successfully navigate these moments of truth, it's important for service organizations to add value to a customer's experience by creating and implementing strong, clearly defined service standards. In this course, you'll learn about techniques used to shape the direction of customer service in an organization, including mapping, researching, taking action on, and evaluating moments of truth. You'll also learn how to develop and implement customer service standards and strategies.
Duration: 23.0
Having a performance management system in place can focus attention on results that count, boost productivity, align team and individual activities with organizational goals, and improve morale, all of which help ensure individual and team performance produce the desired outcomes for organizational success. In this course, you'll learn about the nature and benefits of performance management. The course outlines the five phases of a performance management system. It then explains how to recognize critical success factors and ensure effective key performance indicators, and explains the key components of developing role profiles.
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