Customer Service Procedures

Overview/Description
Target Audience
Expected Duration
Lesson Objectives
Course Number

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Overview/Description
Failing to realize the importance of customer service and effective complaints handling leads to increasingly dissatisfied customers. Organizations need to be able to address the needs of customers in an effective and efficient manner. This course is intended to show the proper procedures and processes needed to provide effective customer service: how to properly support a customer, how to provide accurate documentation, and how to handle difficult customers. This course helps to prepare learners interested in the Customer Support Specialist (CSS) Certification, which is targeted to individuals wishing to qualify to work in a customer support center/help desk environment.

Target Audience
Individuals interested in the Customer Support Specialist (CSS) certification

Expected Duration (hours)
3.5

Lesson Objectives

Customer Service Procedures

identify the benefits of process management

match the goals of process management with descriptions of how each improves the performance of the CSS

match the elements from the process management system with their examples

match examples of document types to the appropriate documentation tier

identify the benefits of accurately documenting processes

identify the importance of effective call handling in the operation of a support center

use appropriate procedures for handling a call in a given scenario

select the appropriate actions when communicating status updates in a scenario

apply problem-solving techniques in the interaction between a CSS and a customer

identify unprofessional behaviors to avoid when dealing with a customer

identify the steps involved in putting a customer on hold

identify the information to be included when leaving a voice message for a customer

identify the benefits of being able to deal effectively with "problem" customers

implement strategies for dealing with abusive customers in a given scenario

identify techniques for dealing with irate customers

implement an appropriate strategy to deal with an emotional customer in a given scenario

recognize emotional customers

identify the benefits provided by the escalation of complaints

match customer issues with the appropriate escalation approach

select appropriate ways of updating a customer in a given scenario

identify appropriate approaches for updating a customer

Course Number:
cust_03_a01_bs_enus