Course Description
Designed for Customer Service Representatives and their managers, this program emphasizes how success as a CSR enhances their career opportunities and helps the company grow by creating customer loyalty. Participants will learn the key challenges of the position, workable solutions, helpful tools for time management, and how the service provider’s attitude can turn a challenging job into a satisfying career.
Course Outline
1. Focus on Customer Service
What is a CSR?
Anatomy of a CSR
The CSR Goal: Provide Quality Service
You Bet the Job is Demanding!
Valuing the Customer
The Employer’s Expectation vs. the Customer’s Needs
Hard Skills Vs. Soft Skills
The Finale: A Customer-Focused Organization
2. Developing Professionalism
What Are Your Service Standards?
CSR Empowerment
Exercising Judgment
CSR Self-Management
Four Steps for Handling Your Workload:
- Step 1: Establish Priorities
- Step 2: Manage Your Time Well
- Step 3: Be Proactive and Less Reactive
- Step 4: Keep a Positive Attitude
Managing the Technology
Self-Management
3. The Importance of Knowing Your Customer
Meeting Customer Expectations
Expectations Change
Understanding Various Customer Styles
The Assertive Customer
The Detail-Focused Customer
The Relationship-Based Customer
What’s Your Style?
Managing the Customer’s Perception
4. Customer Satisfaction Skills
The Steps of a Customer Conversation
Listening To the Customer
Basic Communication
Determining Customer Satisfaction
Fact Finding
Asking Questions
Product Knowledge
Working Toward a Stronger Relationship: Making the Customer Your Client
Developing and Implementing an Action Plan
Self-Appraisal
5. Measuring CSR Performance
The CSR Evaluation System
Ratings
Skill-Improvement Plan (SIP)
Developing and Implementing a Self- Improvement Plan
Customization
Outlines for each program can be tailored to suit your specific training needs.
Suggested Length
6 hours
Delivery Options
We will deliver training to suit your schedule.
All programs can be conducted in increments as little as two hours a session or as long as six hours a session.
Cost
$100 per instructor hour plus a one-time $100 administrative fee per program.
Participant materials are extra.
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