customer-service-representative

Overview:

The Customer Service Representative training program teaches the key skills you need to become an Administrative Professional and prepare you for the Microsoft Office Specialist Certification Exams 77-725(Word), 77-727 (Excel), 77-729 (PowerPoint), 77-731 (Outlook), and 77-730 (Access).

It costs a business much more to acquire a new customer than it does to retain an existing one. So it makes sense that a business must do everything it can to support and satisfy existing customers. Handling complaints effectively and efficiently can result in increased customer loyalty. Today’s Customer Service Representatives (CSR) and support centers have a vital role to play in ensuring customer’s needs are addressed in an effective, efficient manner.

What will I learn?

The course covers critical skills in professionalism, communication, call management, stress management and more. This course will familiarize the individual with the basic role of the CSR and the environment in which he performs his duties, including typical roles of the CSR in a support environment, basic tasks accomplished by the CSR, the support center and customer’s role in a support environment, how the support center has evolved, and company and support center best practices. This course prepares individuals interested in the CSR certification, which is targeted at individuals wishing to qualify for work in a customer support center or help desk environment.

Course Objectives:

  • Setting and managing customer expectations.
  • Effective listening techniques.
  • Effective communication and negotiation skills.
  • How to maintain call control.
  • Call handling and escalating skills.
  • Steps in professionally saying no to a customer.
  • How to manage difficult customers.
  • Offering identified services and products.
  • Effective stress management techniques.

Job Opportunities:

This chart describes the expected percentage of people who perform the job of Customer Service Representative I in the United States that make less than that annual salary. For example the median expected annual pay for a typical Customer Service Representative I in the United States is $33,905, so 50% of the people who perform the job of Customer Service Representative I in the United States are expected to make less than $33,905.

Source: HR Reported data as of January 02, 2018

Requirement:

Students should be familiar with using a personal computer, mouse, and keyboard. They should be comfortable in a Windows environment, and have the ability to launch and close activities and navigate to information stored on the computer. They should also have an ability to manage files and folders.

Duties of a Customer Service Representative:

Respond to customer inquiries by telephone or e-mail to provide non-technical problem resolution. Resolve routine and basic problems and communicates solution or requested information to the customer. Analyze a customer’s service needs and refer to other service or technical departments for follow up as needed. May utilize a customer relationship application or database to record activities and research product information. Requires a high school diploma or its equivalent. Typically reports to the Customer Service Manager. Possesses a moderate understanding of general aspects of the job. Works under the close direction of senior personnel in the functional area.


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