Professional Skills for Customer Service Agents

Target Audience
Expected Duration
Lesson Objectives
Course Number

As a customer service agent (CSA), the focus of your job is to solve customers' problems within a short amount of time. To do this, you have to understand the optimum methods for professionally processing a large volume of customers representing many different personality types. This can be a challenging task. You can successfully handle an agent's workload while satisfying customers by mastering a few vital skills. "Professional Skills for Customer Service Agents" covers professional issues such as call-center ethics and call protocol; procedures and techniques for handling calls and gaining customer confidence; and questioning and listening skills to help you address customer concerns more effectively. You will learn skills that help CSAs to efficiently and respectfully gather customer information and, where appropriate, take action to place a customer on hold without offending the customer or losing the call. When combined, the behavioral skills covered in this course can lead to a more satisfying work experience and increase your success rate as a customer service agent.

Target Audience
Customer services agents who are seeking to acquire new skills or to improve their current skills

Expected Duration (hours)

Lesson Objectives

The Professional Customer Service Agent

  • recognize the importance of providing professional customer service.
  • identify examples of customer service agent responses that adhere to ethical guidelines.
  • identify effective behavioral skills for a customer service agent.
  • employ each of the CSA behavioral skills during a hypothetical customer service call.
  • Essential Skills for Handling Service Calls

  • recognize the benefits of handling a customer service call professionally.
  • sequence the steps for placing a caller on hold in a hypothetical customer service call.
  • match rapport-building techniques to examples.
  • identify examples of specific techniques for controlling a customer service call.
  • apply specific techniques to control a hypothetical customer service call.
  • sequence the steps to appropriately escalate a hypothetical customer service call.
  • apply the steps to appropriately escalate a hypothetical customer service call.
  • Questioning and Listening Skills

  • recognize the benefits of using effective questioning and listening skills.
  • match uses of open- and closed-ended questions to their appropriate example.
  • identify positive techniques of active listeners.
  • apply active listening techniques in a hypothetical customer service scenario.
  • Course Number: