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Effective Communication Skills
Overview/Description
Effective communication is essential to the success of any customer-oriented business. Each customer will have their own style of communication as well as an emotional response to contacting a support center. In order to effectively communicate, the Customer Support Specialist (CSS) must understand how to adapt to these different styles and emotions before the customer's problems can be dealt with. This course explains how to adapt to the different communication types and identifies the common emotions that customers experience when contacting the support center. It also explains how to adapt your writing skills to communicate through e-mail and to document incidents. This course helps to prepare learners interested in the HDI CSS Certification, which is targeted to individuals wishing to qualify to work in a customer support center or help desk environment. Target Audience
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.
Expected Duration
3.0 hours
Objectives
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Lesson Overview
recognize the benefits of ensuring and maintaining customer satisfactionDifferentiating Customers' Needs
apply the techniques for satisfying the psychological needs of a customer in a given scenario
apply the techniques for satisfying the business needs of a customer in a given scenarioThe Call-flow Process
apply the call-flow process to meet the customer's needs in a given scenarioCommunication Styles
recognize how to relate to the different communication styles
match the communication styles with their examplesLesson Overview
recognize the benefits of writing effective e-mails and reports of customer-related incidentsDocumenting Incidents
document an incident in a given scenario
recognize best practices for editing incident documentationE-mail Etiquette
determine the appropriate e-mail etiquette to use in a given scenarioLesson Overview
identify the strategies that ensure your customer interactions are positive and productiveOpen-ended and Closed-ended Questions
use open-ended and closed-ended questions with a customer in a given scenario
match open-ended and closed-ended questions to their benefitsUnderstanding Customer Emotions
match the behavioral techniques that a CSS can use to understand customers' emotions with their definitionsBuilding Rapport
identify the purpose of each element used to build rapport with customers
Course Number: cust_02_a02_bs_enus
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