Web-Based Training Series: Summary Page: Managing Conflict, Stress, and Time

Managing Conflict, Stress, and Time        





Each customer wants her problem to be the most important problem to the Customer Support Specialist (CSS). For the CSS, adapting to each customer's communication style, understanding each customer's emotional response, and solving each customer's problem can be an enormously stressful and time-consuming process. This course is intended to show the proper methods needed to resolve conflicts, manage time, and manage stress. It also highlights the importance of a positive approach and attitude in bringing customer interactions to a satisfactory conclusion. This course helps to prepare learners interested in the Help Desk Institute (HDI) Customer Support Specialist (CSS) certification, which is targeted to individuals wishing to qualify to work in a Customer Support Center/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


2.5

Negotiation and Conflict Resolution

  • recognize the benefits of being able to resolve conflicts with customers
  • recognize the signs of potential conflict in a scenario
  • recognize examples of techniques for negotiating with a customer

    • Positive Approach and Attitude

  • recognize the benefits of using a positive approach when dealing with customers
  • use assertiveness strategies with a customer in a given scenario
  • match typical communication behavior styles to their examples
  • recognize actions or statements that reflect confidence
  • identify self-empowerment techniques for building confidence
  • recognize examples of the techniques used to disengage with customers

    • Stress and Time Management in Customer Service

  • recognize the benefits of implementing time-management and stress-management strategies
  • recognize examples of personal strategies used to reduce stress
  • identify symptoms of stress
  • recognize examples of strategies used to manage time


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