|
Interacting with the Customer
Overview/Description
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.
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
:
Lesson Overview
recognize the benefits of using effective communication skillsElements of Communication
classify examples of communication as formal or informalBarriers to Communication
apply common methods to overcome the barriers to effective communication in a given scenario
identify the typical barriers to effective communicationLesson Overview
recognize the benefits of using voice attributes to influence how you are perceived by customersEffective Speaking Skills
use effective speaking skills in a given scenario
match each technique for improving your speaking skills to its associated benefitVocal Cues
match positive and negative vocal cues with examplesLesson Overview
recognize the benefits of having effective listening skillsEffective Listening
recognize the benefits to using the best practices of effective listening
match factors that prevent effective listening to the appropriate exampleUsing Active Listening
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 exampleParaphrasing
apply appropriate paraphrasing skills to deal with a customer in a given scenario |n
recognize the benefits of paraphrasing
Course Number: cust_02_a01_bs_enus
|
