Course Description: Good customer service is vital to every company. It is a customer service representative (CSR) responsibility to exercise excellent servicing skills for the benefit of the company they work for but moreover for the benefit and well-being of the customer.
This training will help you improve your skills using techniques that have been proven time and time again in some of the most successful companies that have made an investment in excellent Customer Servicing.We will focus on most of this curriculum for inbound call handling, however much of the techniques taught can be used for any customer service environment
Skills you will learn
This training focuses on helping the rookie and the veteran CSR by giving them a complete step-by-step training that takes the guesswork out of your customer-servicing departments.
It is specifically designed for today’s market for which consumers are demanding major improvements in how companies approach and handle their customers.
With poor quality servicing prevalent in today’s market, it is vital to develop techniques that will distinguish you from competing industries to service customers with excellence!
The 12 Steps for the CSR uses a unique service approach that can be customized and individualized to your servicing efforts.
The approach is not the typical frontal assault employed by many CSRs, who are pressured in handling volumes of calls every minute, 6 to 8 hours a day
Steps 1-5 of the 12 Step method presented in this training allows you to immediately attempt to establish rapport and be personable but not personal. CSRS will project a more professional image while offering that extra customer service!
Each Stepwill guide you through the process of a call, so you will know how to determine which are the calls where one can simply take the order or how to identify those callers that need more selling or handle callers that need their anger defused
If you want to improve your customer servicing skills, have greater control with the direction of the conversation that achieves a more positive encounter with your customer then this course is for you.