TOPICS

Course Outline
1. Your Role in the Support Center  Role of the Customer Service Representative  Support Center’s Role in the Business  Total Contact Ownership  Call Handling Procedures  Quality Assurance
2. Communication Skills  The Communication Process  Cultural Sensitivity Vocal Elements  Active Listening   IncidentDocumentation  Writing Skills
3. Problem-Solving and Troubleshooting Skills  Problem-Solving and Types of Thinking  Questioning Skills  Solve Incidents with  IMPACT  Additional Strategies
4. Maximizing Effectiveness  Your Customer’s Psychological Needs  Handling Conflict  Handling Difficult Customer Behaviors  Stress Management  The Power of a Service Attitude.