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Customer Service Representative - TRACK Learning Solutions

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					                                                                         SkillSoft Business Skills Certification Datasheet




Customer Service Representative

SkillSoft’s Customer Service Representative content is aimed at those individuals wishing to qualify to work in a customer
support center/help desk environment.

These courses will enable front line staff to be able to create "win/win" positive interactions with customers and co-
workers, identify underlying customer needs and gain agreement with customers, to meet and exceed their expectations.
The learner will have opportunities to distinguish between providing solutions and satisfying a customer's psychological
needs, how to deal effectively with a variety of customer situations, and, work with unrealistic or angry customers.

They will also learn how to delegate and deal with guidelines for problem escalation and learn about some of the basic
tools and technologies used in the customer support industry.

Finally, front line staff will become familiar with the roles and responsibilities of a customer support representative. They
will appreciate the different skills and competencies required to succeed as a customer support representative, and, will
develop an understanding of the challenging call center environment.

Target Audience
Individuals interested in the Customer Service Representative (CSR) certification. Also those front line customer service
and support agents seeking to acquire new skills or improve the skills they already possess so that they can provide
outstanding levels of service and support.

Prerequisites
N/A

Requirements
Candidates must pass the Customer Service Representative exam

SkillSoft Customer Service Representative Content Offerings

                                                                Mentoring
                                               Total Course                                          Mentored Knowledge
   Vendor Exam #          # of Courses             Hrs        24 X 7   9-5 EST   TestPrep Books 24X7 Exercises  Center
     Core Exams
 (Must Pass All Exams)
         CSR                     10                31.5        n/a       n/a       n/a         n/a        n/a           X

SkillSoft Courseware Assets by Exam
 Customer Service Representative, Professionalism
 The Customer Service Representative (CSR)                                               cust_06_a01_bs_enus
 Support Center Services and Work Environment |n                                         cust_06_a02_bs_enus
 Team and Customer Relationships                                                         cust_06_a03_bs_enus
 Customer Service Representative, Skills
 Customer Interactions                                                                   cust_07_a01_bs_enus
 Communication Skills                                                                    cust_07_a02_bs_enus
 Conflict, Stress, and Time Management                                                   cust_07_a03_bs_enus




SkillSoft Corporation                                                                                Customer Service Representative
Content is subject to change without notice.                                                                                 Page 1

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                                                               SkillSoft Business Skills Certification Datasheet




 Customer Service Representative, Process
 Customer Service Processes and Procedures                                cust_08_a01_bs_enus
 Quality in a Support Center                                              cust_08_a02_bs_enus
 Support Center Tools, Technologies and Metrics                           cust_08_a03_bs_enus
 Dealing with Irrational Customers and Escalating Complaints              cust_08_a04_bs_enus




SkillSoft Corporation                                                                 Customer Service Representative
Content is subject to change without notice.                                                                  Page 2

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