Handle those difficult calls when saying "no" is required. Learn More>>
Handle those difficult calls when saying "no" is required.
One of the stages in customer-driven process improvement is identifying problem areas in current processes. It's vital to find out why something has gone wrong in a process, especially if it affects the organization's ability to meet... Learn More>>
It costs a business much more to acquire a new customer than it does to retain an existing one. So it makes sense that a business must do everything it can to support and satisfy existing customers. Handling complaints effectively and efficiently can result in... Learn More>>
How do you handle angry and confrontational customers? One of the most challenging, and potentially uncomfortable responsibilities of a customer service person is dealing with angry customers. By following a few simple techniques such as letting the customer... Learn More>>
Organizations around the globe rely on information technology now more than ever in order to survive and thrive in today's competitive environment. But how do you balance the growing need for information technology management with tried and true... Learn More>>
Group 2 modules focus on those skills necessary for managing the call and are more suitable for those who must use the skills of listening, questioning and controlling the interaction to bring the call to a timely and appropriate response. Learn More>>
Group 1 modules focus on improving the customer experience by improving the learner's ability to connect with the customer. This program is suitable for all reps as a base program and as the sole program for reps who have minimal need... Learn More>>
Each customer wants her problem to be the most important problem to the Customer Service Representative (CSR). For the CSR, adapting to each customer's communication style, understanding each customer's emotional response, and solving each customer's problem can be... Learn More>>
In order to decide the best path for an IT service organization to grow, service providers need to develop a strategy to maintain an advantage over their competitors. This course details the processes that affect Service Strategy: Demand... Learn More>>
Effective communication is essential to the success of any customer-oriented business. Each customer will have their own style of communication as well as an emotional response to contacting a support center. In order to effectively communicate, the Customer Service Representative... Learn More>>
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