Web-Based Training Series: Interacting with the Customer

Interacting with the Customer        





Failing to realize the importance of customer service and effective complaint handling leads to increasingly dissatisfied customers. Organizations need to be able to address the needs of customers in an effective and efficient manner. This course is intended to show the proper procedures and processes needed to provide effective customer service: how to properly support a customer, how to overcome communication problems, and how to use active listening. This course helps to prepare learners interested in the Help Desk Institute's (HDI) Customer Support Specialist (CSS) certification, which is targeted at individuals wishing to qualify to work in a customer support center or help desk environment.


Individuals interested in the Help Desk Institute's (HDI) Customer Support Specialist (CSS) certification; front line customer service and support agents seeking to acquire new skills


3.0

Identifying Communication Issues

  • recognize the benefits of using effective communication skills
  • classify examples of communication as formal or informal
  • apply common methods to overcome the barriers to effective communication in a given scenario
  • identify the typical barriers to effective communication

    • Speaking Skills

  • recognize the benefits of using voice attributes to influence how you are perceived by customers
  • use effective speaking skills in a given scenario
  • match each technique for improving your speaking skills to its associated benefit
  • match positive and negative vocal cues with examples

    • Listening Skills

  • recognize the benefits of having effective listening skills
  • recognize the benefits to using the best practices of effective listening
  • match factors that prevent effective listening to the appropriate example
  • use active listening skills to deal with a customer in a given scenario
  • match the classifications of the mirroring behaviors involved in active listening to the appropriate example
  • apply appropriate paraphrasing skills to deal with a customer in a given scenario |n
  • recognize the benefits of paraphrasing


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