HDI Customer Service Representative 2 Days Virtual Live Training in Munich

HDI Customer Service Representative 2 Days Virtual Live Training in Munich
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Tue 10 December 2019
Tuesday 10 December 2019
9:00 AM - 11:59 PM
Ended

Course Description: Frontline customer service representatives interact with your customers every day. Do they have the skills to create first-rate customer experiences? This skills-building and certification Course introduces the skills and techniques required to provide outstanding customer service and support.  HDI Customer Service Representative (HDI-CSR) training focuses on call handling Best Practices, communication and listening techniques, documentation, problem-solving, and troubleshooting skills, conflict negotiation, and responses to difficult customer behaviors.  Course Topics: Module1 : 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 Module2 : Communication Skills ●     The Communication Process ●     Cultural Sensitivity ●     Vocal Elements ●     Active Listening ●     Incident Documentation ●     Writing Skills Module3 : Problem-solving and Troubleshooting Skills ●     Problem-solving and Types of Thinking ●     Questioning Skills ●     Solve Incidents with IMPACT ●     Additional Strategies Module4 : Maximizing Effectiveness ●     Your Customer’s Psychological Needs ●     Handling Conflict ●     Handling Difficult Customer Behaviors ●     Stress Management ●     The Power of a Service Attitude  Learning Goals: ●     How to assess customer business needs and exceed customer expectations. ●     Critical thinking skills to resolve incidents quickly and consistently. ●     Active listening skills and effective communication strategies. ●     How to identify and defuse challenging customer behavior. ●     An awareness of the core Processes and Best Practices used in service and support. Course Agenda: Day 1 ●     Module1: 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 ●     Module2: Communication Skills ●     The Communication Process ●     Cultural Sensitivity ●     Vocal Elements ●     Active Listening ●     Incident Documentation ●     Writing Skills Day 2 ●     Module3: Problem-solving and Troubleshooting Skills ●     Problem-solving and Types of Thinking ●     Questioning Skills ●     Solve Incidents with IMPACT ●     Additional Strategies ●     Module4: Maximizing Effectiveness ●     Your Customer’s Psychological Needs ●     Handling Conflict ●     Handling Difficult Customer Behaviors ●     Stress Management ●     The Power of a Service Attitude Who can Attend? ●     Support professionals from customer service centers, call centers, and support centers who want to refine their communication skills and learn Best Practices that can help improve customer experiences. ●     Individuals who are preparing for the HDI Customer Service Representative Certification exam.

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Munich, Bayern, Germany, Munich, Bayern, Germany, Germany, Bayern
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