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Database Design Customer Service Representative
Customer Service Representative
€159,00

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Customer Service Representative

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€159,00 Excl. tax
€192,39 Incl. tax
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Information

Customer Service Representative E-learning Training

Order this amazing, award-winning Customer Service Representative E-learning Training course online, 1 year 24/7 access to extensive interactive videos, speeches, hands-on tasks and progress monitoring. After the course you will receive a certificate of attendance.

Content

Customer Service Processes and Procedures
Course: 3 Hours

Process Management

Lesson Overview
Overview of Process Management
Documenting Processes and Procedures

Call Handling Procedures

Lesson Overview
Best Practices for Dealing with Calls
Telephone Etiquette for Holds and Transfers
Communicating Status Updates to Customers
Using the Problem-solving Model
Interacting with the Customer

Quality in a Support Center
Course: 3 Hours, 30 Minutes

Incident Management

Lesson Overview
Incident Management Fundamentals
The Incident Management Process

Incident Documentation

Lesson Overview
Incident Logging
Closing Incidents

Service Level Management

Lesson Overview
The Service Level Agreement (SLA)
Incident Priority Levels

Quality Assurance

Lesson Overview
Quality Assurance Fundamentals
Incident Monitoring

Support Center Tools, Technologies and Metrics
Course: 3 Hours

Management Tools

Lesson Overview
Problem Management
Change Management
Knowledge Management
Security Management

Customer Service Measurements and Technologies

Lesson Overview
Customer Service Metrics
Customer Service Surveys
Support Center Technologies

Dealing with Irrational Customers and Escalating Complaints
Course: 2 Hours

Dealing With Irrational Customers

Lesson Overview
Dealing with Abusive or Irate Customers
Dealing with Emotional Customers
Dealing with Rambling Customers

Escalating Complaints

Lesson Overview
Using Escalations
Keeping Customers Informed During Escalations

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Specifications
General properties
Availabilty: 11:30 hours
Language: English
Certificate of participation: Yes
Online access: 90 days
Progress monitoring: Yes
Award Winning E-learning: Yes
Suitable for mobile: Yes
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