Customer Service Representative (CSR) Training

As the first line of contact with customers, CSRs have a unique andchallenging opportunity to influence customer perception and loyalty.Today, superior customer service is critical to the continued success ofany service organization. The program is designed not only to improve aCSRs performance but to increase customer satisfaction.

Customer Care and Call Handling Skills for CSRs

The training consists of four 50 minute modules. Each module isskill-based and includes reinforcement tools that are designed to engageparticipants in fast-paced team activities, simulations, quick skilldrills, line practice, and role-plays guaranteed to make learning fast,effective, and exciting. This innovative approach has also been designedto ensure real behavioral change in CSRs.

Items that will be covered are how to:

• Immediately build rapport and connect with customers.
• Use voice tone and key words to build empathy,
• Reduce escalated and repeat calls.
• Use professional inbound call management procedures to handle every call.
• Calm upset and complaining customers.
• Effectively use problem-solving, questioning, and solution exploring techniques,
• Convey unpleasant information and negotiate solutions.
• Resolve complaints and save customers.

Participants will receive a training manual filled with customized jobaids; team-building activities, personal assessments and improvements,effective telephone techniques, and tips on handling challengingcustomers.

Learning Objectives

• Understand basic telephone skills and etiquette.
• How to use effective listening skills to resolve customer calls and questions.
• How to use questioning skills to quickly assess a customer call and provide resolution.
• How to assess your customer's preferred communications style.
• How to maintain control, quality, efficiency and professionalism through powerful questioning techniques.
• Become skilled at identifying causes of customer dissatisfaction.
• Learn how to use a proven customer satisfaction process (S.U.C.C.E.E.D.) to present customers with resolutions to their problems.

The training will also incorporate and reinforce company specificimprovement goals such as product knowledge level, company policies, andthe organization's specific protocols for customer service interactions.

Personnel:

Nadia Bilchik is a well-known television news anchor, keynote speaker,trainer and communications consultant on several continents. She has alsoanchored and hosted various feature programs for CNN International.Nadia's unique, fun, and practical approach to communication skills comesfrom her experience in training, keynote addresses and in interviewingworld-renowned figures, celebrities, and corporations

Suzanne Hanein has been a communications and performance consultant formore than 20 years, providing effective communications and workplacelearning programs with measurable business results. Suzanne spent 14 yearsat UPS working as Training and Communications Manager in several corporatedepartments such as Human Resources, Business Development, Sales Trainingand Marketing. Additional experience includes positions at the GeorgiaDepartment of Technical and Adult Education and Sprint Communications.