Customer Service Representative (CSR) Training

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

Customer Care and Call Handling Skills for CSRs

The training consists of four 50 minute modules. Each module is skill-based and includes reinforcement tools that are designed to engage participants in fast-paced team activities, simulations, quick skill drills, line practice, and role-plays guaranteed to make learning fast, effective, and exciting. This innovative approach has also been designed to 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 job aids; team-building activities, personal assessments and improvements, effective telephone techniques, and tips on handling challenging customers.

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 specific improvement goals such as product knowledge level, company policies, and the 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 also anchored and hosted various feature programs for CNN International. Nadia's unique, fun, and practical approach to communication skills comes from her experience in training, keynote addresses and in interviewing world-renowned figures, celebrities, and corporations

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