Customer Service Representative

Frontline customer service representatives interact with your customers every day. Do they have the skills to create first-rate customer experiences? This skills-building course introduces the skills and techniques required to provide outstanding customer service and support.

Customer Service Representative training focuses on call handling best practices, communication and listening techniques, documentation, problem-solving and troubleshooting skills, conflict negotiation, and responses to difficult customer behaviors.

Course Outline

Unit 1: Your Role in Service and Support

The Role of CSR
The Value of a CSR
Understanding the Business

Unit 2: Communication Essentials

Active Listening
Voice Components
Effective Word Choices
Written Communication
Effective Cross-Cultural Communication

Unit 3: Troubleshooting & Incident Management

Troubleshooting and Problem-Solving
The Incident Management Process

Unit 4: Customer Management Skills

Challenging Customer Behaviors
Emotional Intelligence
Expressing Empathy
Managing Customer Behaviors
Stress Management

Who Should Attend

Support professionals from customer service centers, call centers, and support centers who want to refine their communication skills and learn best practices that can help improve customer experiences

What You Will Learn

How to assess customer business needs and exceed customer expectations
Critical thinking skills to resolve incidents quickly and consistently
Active listening skills and effective communication strategies
How to identify and defuse challenging customer behavior
An awareness of the core processes and best practices used in service and support

Get Started

List Price: Varies

Course Duration: 1 Days

This is a 1 day instructor-led course delivered by ICMI Certified Associates. If you have questions about which course is right for you, an ICMI Account Manager is available to help. Complete the Request Information form to speak with your Account Manager.

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