- Instructor: Arron Garcia
- Duration: 60 hours
PROGRAM DESCRIPTION:
The Customer Service Representative training program teaches the key skills needed to become a Certified Customer Service Representative and preparation for the RISE UP Certification Exams for Customer Service and Sales Credential, Advanced Customer Service and Sales Credential, and Retail Management Certification. Since it costs a business more to acquire a new employee than it does to retain an existing one, it makes sense that a business must do everything it can to support and satisfy existing employees. Handling complaints effectively and efficiently can result in increased customer loyalty. Today’s Customer Service Representatives (CSRs) and support centers have a vital role to play in ensuring customers’ needs are addressed in an effective, efficient manner.
PROGRAM PREREQUISITES:
Students must be familiar with using a personal computer, mouse, and keyboard. They must be comfortable in a Windows environment; be able to launch and close activities; and navigate to information stored on the computer. They must be able to manage files and folders.
- Must have: High School Diploma or High School Equivalency
- Must score: 9 or higher in CASAS
The course covers critical skills in professionalism, communication, call management, stress management and more. This course will familiarize the individual with the basic role of the CSR and the environment in which he performs his duties, including typical roles of the CSR in a support environment, basic tasks accomplished by the CSR, the support center and customer’s role in a support environment, how the support center has evolved, and company and support center best practices. This course prepares individuals interested in the CSR certification, which is targeted at individuals wishing to qualify for work in a customer support center or help desk environment.
You will also learn:
- Setting and managing customer expectations.
- Effective listening techniques.
- Effective communication and negotiation skills.
- How to maintain call control.
- Call handling and escalating skills.
- Steps in professionally saying no to a customer.
- How to manage difficult customers.
- Offering identified services and products.
Effective stress management techniques.
Ideal Institute of Technology will provide a one-time voucher for student to take any of the listed exam:
- RISE UP Certification Exams for Customer Service and Sales Credential,
- Advanced Customer Service and Sales Credential,
- Retail Management Certification
Student will have access to all necessary equipment and supplies such as Laptops, Computers, MS Office Suite for the duration of the course.
Student will have full access to our Learning Management System (LMS) portal, Google Classroom and Live Webinars. We will be providing resources in the form of PowerPoints, video tutorials, quizzes, assessments and much more.
