Customer Service Representative (CSR)
Online Training Courses
In a service-oriented market, customer service is everything. From the initial greeting and first impression to successfully meeting the customer’s needs and expectations, companies understand that a customer’s loyalty is more vital to their growth than acquiring new customers. But why?
In CBT Direct’s Customer Service Representative courses, CSRs will study the best ways to gain a customer’s approval – and keep it – even when they have a complaint. CSRs will also gain a keen understanding of why ensuring the happy return of consumers is the best way to do business.
Perhaps the most difficult part of being a CSR is during conflict with a customer, especially when they become irrational and their emotions begin to escalate. When not handled correctly, you can waste a lot of time and energy and perhaps even lose their business if you’re not careful. CBT Direct’s Customer Service Representative courses actually help you to recognize potential conflict before it begins, to reduce and even eliminate problems with customers.
Benefits of CBT Direct’s Online Customer Service Representative (CSR) Training
CBT Direct boasts the most beneficial online customer service representative (CSR) training on the market. With online training, you have the flexibility to study on your schedule, and with the speed and reliability of the internet, CBT Direct’s customer service representative (CSR) course is accessible anywhere you have an internet connection. Convenience finally costs less with CBT Direct – the most affordable online training solution today.
The unique design of CBT Direct’s online customer service representative course emphasizes learner initiative, self-management and experiential learning. CBT Direct’s online course design begins with the definition of user-focused performance objectives and then proceeds to the selection and implementation of instructional strategies and learning activities appropriate for those objectives. This effective instruction model for CBT Direct’s online customer service representative (CSR) training course ensures the greatest level of comprehension and retention.
Who Benefits from CBT Direct’s Customer Service Representative (CSR) Training?
Managers, Supervisors, Customer Service Representatives and other staff members who are responsible for hiring and managing employees who deliver customer service; any customer service representative looking to improve their relationships with their manager(s) and their customers; and anyone interested in understanding more about customer relationships and the type of management needed to build these relationships.
What Will Professionals Learn from CBT Direct’s Customer Service Representative Online Training Course?
You’ll learn the different purposes served by support centers and the Customer Service Representatives (CSRs). You’ll gain the knowledge to become an expert in how to assess each customer’s business needs and exceed their expectations, while understanding and applying the ethical guidelines and standards of a certified CSR.
Studying the benefits of adhering to support center policies and best practices is not only important,
but it makes your job a lot easier. You’ll come to understand the purpose of certain organizational policies
and be able to determine the most suitable support source to use in a given scenario. You’ll also learn about
support center tools, technologies and metrics to help you in your daily.
Click here to see a detailed curriculum outline.
You’ll become an expert in effective formal and informal communication, effective listening and active listening skills. You’ll learn how to recognize vocal cues and determine positive and negative reactions, regardless of what the customer is actually saying. You’ll also gain the skill of paraphrasing in order to demonstrate the utmost understanding of the customer.
Learn how to differentiate the customer’s needs and communication style, document and edit incidents, use email etiquette, adapt to a customer’s competency level, use open-ended questions, understand a customer’s emotions and build rapport with them.
You’ll also be given specific guidelines for the most challenging parts of working in customer service, such as: handling irrational customers, preventing conflict, negotiating with customers, demonstrating confidence and managing your time and stress in customer service.
Customer Service Representative (CSR)