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.
- 10 Days
- 0 Units
- 0 Hrs