This curriculum provides front line customer service professionals with strategies to assure customer satisfaction while minimizing stress and maximizing performance effectiveness.
The Prime Contact Center Agent curriculum provides front line customer service professionals with strategies to assure customer satisfaction while minimizing stress and maximizing performance effectiveness. Proven techniques are presented and illustrated incisively to help learners adapt their communication styles, build customer rapport, and resolve problem situations appropriately.
Certification: PDU Credits: 22 PDUs
Skill Level: All Levels
Target Audience: Professionals who want to provide best-in-class customer service for clients by effectively using telephone, fax and Internet technologies.
Here is a complete informational listing of the courses in the Prime Contact Center Agent curriculum.
|1 hr||Contact Center Essentials||This course introduces the functions of customer contact centers and the roles of customer service representatives (CSRs) to provide exemplary customer service.|
|1.5 hrs||CSR Success Criteria||This course describes the essential skills and qualities that will ensure successful customer service operations.|
|3 hrs||Customer Response Etiquette||This course helps to identify best practices for communicating with customers via different contact methods including the telephone, fax, email and Web chats.|
|`1.5 hrs||Build Customer Rapport 1||This course will help learners adapt their communication styles to build a successful rapport with others.|
|1.5 hrs||Build Customer Rapport 2||This course provides learners tips and techniques to improve verbal and written communications skills in order to deliver excellent customer service.|
|1.5 hrs||Maximize Call Performance 1||This course reviews the stages of a typical customer call flow and introduces several strategies to use to initiate a positive rapport with your client.|
|2.5 hrs||Maximize Call Performance 2||This course discusses several methods that learners can employ to assure that the customer contact is a positive experience.|
|3 hrs||Satisfy Customer Needs||This course helps learners to distinguish different customer characteristics, recognize appropriate techniques to successfully respond to each type of person and convert difficult situations into a positive experience.|
|2.5 hrs||Reduce CSR Stress||This course provides several strategies to help CSRs cope with stressful customer situations while maintaining a courteous and professional demeanor.|