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Customer Service Procedures
Overview/Description
Failing to realize the importance of customer service and effective complaints 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 provide accurate documentation, and how to handle difficult customers. This course helps to prepare learners interested in the HDI Customer Support Specialist (CSS) Certification, which is targeted to individuals wishing to qualify to work in a customer support center/help desk environment. Target Audience
Individuals interested in the Help Desk Institute's (HDI) Customer Support Specialist (CSS) certification
Expected Duration
3.5 hours
Objectives:
Lesson Overview
identify the benefits of process managementOverview of Process Management
match the goals of process management with descriptions of how each improves the performance of the CSS
match the elements from the process management system with their examplesDocumenting Processes and Procedures
match examples of document types to the appropriate documentation tier
identify the benefits of accurately documenting processes Lesson Overview
identify the importance of effective call handling in the operation of a support centerProcedures for Dealing with Calls
use appropriate procedures for handling a call in a given scenarioCommunicating Status Updates to Customers
select the appropriate actions when communicating status updates in a scenarioUsing the Problem-solving Model
apply problem-solving techniques in the interaction between a CSS and a customer Interacting with the Customer
identify unprofessional behaviors to avoid when dealing with a customer
identify the steps involved in putting a customer on hold
identify the information to be included when leaving a voice message for a customerLesson Overview
identify the benefits of being able to deal effectively with "problem" customersDealing with Abusive or Irate Customers
implement strategies for dealing with abusive customers in a given scenario
identify techniques for dealing with irate customersDealing with Emotional Customers
implement an appropriate strategy to deal with an emotional customer in a given scenario
recognize emotional customersLesson Overview
identify the benefits provided by the escalation of complaintsUsing Escalations
match customer issues with the appropriate escalation approachKeeping the Customer Informed
select appropriate ways of updating a customer in a given scenario
identify appropriate approaches for updating a customer
Course Number: cust_03_a01_bs_enus
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