Customer Service Processes and Procedures

Target Audience
Expected Duration
Lesson Objectives
Course Number

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 to work in a customer support center or help desk environment.

Target Audience
Individuals who want to develop or refresh their customer service skills

Expected Duration (hours)

Lesson Objectives

Customer Service Processes and Procedures

  • identify the benefits of process management
  • match the goals of process management with descriptions of how each improves the performance of the CSR
  • 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
  • recognize the benefits of call handling procedures
  • identify the best practices associated with each aspect of call handling
  • identify the steps involved in putting a customer on hold
  • transfer a customer call using a warm transfer
  • identify the steps for communicating live status updates to customers
  • identify the information to be included when leaving a voice message status update
  • recognize why critical thinking is important in problem-solving
  • identify the type of reasoning skills used to solve a problem in a given scenario
  • apply problem-solving techniques in the interaction between a CSR and a customer
  • identify unprofessional behaviors to avoid when dealing with a customer
  • identify techniques for keeping a customer's attention focused on resolution of the issue
  • identify ways to use silent time during a call
  • identify key concepts related to handling issues related to non-supported items
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