Customer Service Representative (CSR) Curriculum Outline
The Customer Service Representative (CSR)
Overview/DescriptionIt costs a business much more to acquire a new customer than it does to retain an existing one. So it makes sense that a business must do everything it can to support and satisfy existing customers. Handling complaints effectively and efficiently can result in increased customer loyalty. Todays Customer Service Representatives (CSR) and support centers have a vital role to play in ensuring customers needs are addressed in an effective, efficient manner. This course will familiarize the individual with the basic role of the CSR and the environment in which he performs his duties, including typical roles of the CSR in a support environment, basic tasks accomplished by the CSR, the support center and customers role in a support environment, how the support center has evolved, and company and support center best practices. This course prepares individuals interested in the CSR certification, which is targeted at individuals wishing to qualify for work in a customer support center or help desk environment.
Target AudienceIndividuals interested in the Customer Service Representative (CSR) certification
Expected Duration (hours)3.5
Lesson Objectives The Customer Service Representative (CSR)
Recognize the Customer Service Representatives (CSR) contribution to business Identify why the Customer Service Representative (CSR) is valued by modern businesses Apply the skills of the Customer Service Representative (CSR) in a given scenario Recognize examples of the phases in the CSR call process Apply the ethical standards expected of a Customer Service Representative in a given scenario Determine which ethical guidelines have been followed in a given scenario Recognize the benefits of the support center for the customer and the company Identify examples of where the support center serves its purpose to the customer Identify examples of purposes served by the support center for the company Identify examples of a support centers responsibilities to the customer Identify the support centers responsibilities to the Customer Service Representative Recognize the different phases of the support center evolution Apply the CRM methods employed by the support center in a given scenario Recognize the benefits of adhering to support center policies and best practices Identify the purpose of organizational policies Recognize the benefits of adhering to organizational policies Match topics featured in a support center policy to examples Determine the support source most suitable in a given scenario Course Number:
cust_06_a01_bs_enus Back to ListSupport Center Services and Work Environment
Overview/DescriptionThis course is intended to introduce the learner to the basic levels of service commitments and attitude expected of customer service representatives. Best practices, personal accountability, enhancing the image of the organization, and the work environment are covered.
Target AudienceIndividuals interested in the Customer Service Representative (CSR) certification
Expected Duration (hours)3.0
Lesson Objectives Support Center Services and Work Environment
Recognize the characteristics of good customer support Recognize the importance of an ethical approach to customer support Match customer support best practices to examples Identify what role managers play in encouraging Customer Service Representatives to follow best practice guidelines Identify company actions/policies that represent a commitment to a high level of customer support in a given scenario Apply methods of ensuring Customer Service Representatives take personal responsibility Recognize how commitment to customers is demonstrated in given scenarios Recognize how to protect the good image of the organization while supporting customers Recognize the benefits of having a positive service attitude Recognize examples of customer support provided with an excellent service attitude Identify personal methods of projecting an excellent service attitude Identify the factors involved in creating an effective customer support work environment Create a collaborative and supportive work environment in a given scenario Identify employee programs that help create a supportive work environment Identify the benefits of a collaborative and supportive work environment Identify the benefits of providing Customer Service Representatives with shared workspaces Identify the problems associated with shared workspaces Identify the advantages of private workspaces Course Number:
cust_06_a02_bs_enus Back to ListTeam and Customer Relationships
Overview/DescriptionThis course will familiarize the learner with the underlying benefits and skills needed to establish team and customer relationships. Teamwork is a critical component of a support center. This course looks at the individual responsibilities of each team member, as well as the team as a whole. It also addresses the role of strong leadership in building and maintaining successful teams. In a support center, customer relationships are everything – and communication is king! Many customer problems are caused by communication breakdowns. This course explores how to avoid communication breakdowns by involving customers in problem solving, and being able to communicate effectively in the global community, where cross-cultural issues abound.
Target AudienceIndividuals interested in the Customer Service Representative (CSR) certification
Expected Duration (hours)3.0
Lesson Objectives Team and Customer Relationships
Recognize the benefits of teamwork in a support center Match actions that will promote teamwork in a Customer Support Center to examples of each Recognize the objectives of teamwork Recognize the characteristics of an effective leader Recognize the characteristics of a supportive workplace Determine the obstacles to a teams success in a given scenario and recommend actions for improvement Recognize examples of the strategies a strong team leader can use to develop an effective team Recognize examples of techniques for establishing relationships with other departments Recognize the benefits of being able to relate to customers Recognize examples of techniques for establishing effective customer relationships In a given scenario, encourage customer involvement in problem solving Identify the techniques used to involve customers in solving problems Match the methods used for effective cross-cultural communication to examples Recognize how language barriers can impact your communications with customers Course Number:
cust_06_a03_bs_enus Back to ListCustomer Interactions
Overview/DescriptionFailing to realize the importance of customer service and effective complaint 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 overcome communication problems, and how to use active listening. This course helps to prepare learners interested in the Customer Service Representative (CSR) certification, which is targeted at individuals wishing to qualify to work in a customer support center or help desk environment.
Target AudienceIndividuals interested in the Customer Service Representative (CSR) certification; front line customer service and support agents seeking to acquire new skills
Expected Duration (hours)3.5
Lesson Objectives Customer Interactions
Recognize the benefits of using effective communication skills Classify examples of communication as formal or informal Apply common methods to overcome the barriers to effective communication in a given scenario Identify the typical barriers to effective communication Recognize the benefits of using voice attributes to influence how you are perceived by customers Use effective speaking skills in a given scenario Match each technique for improving your speaking skills to its associated benefit Match positive and negative vocal cues with examples Recognize the benefits of having effective listening skills Recognize the benefits to using the best practices of effective listening Match factors that prevent effective listening to the appropriate example Use active listening skills to deal with a customer in a given scenario Recognize the benefits of using active listening Match the classifications of the mirroring behaviors involved in active listening to the appropriate example Recognize conditions that could create barriers to active listening in a customer support situation Apply appropriate paraphrasing skills to deal with a customer in a given scenario Recognize the benefits of paraphrasing Course Number:
cust_07_a01_bs_enus Back to ListCommunication Skills
Overview/DescriptionEffective communication is essential to the success of any customer-oriented business. Each customer will have their own style of communication as well as an emotional response to contacting a support center. In order to effectively communicate, the Customer Service Representative (CSR) must understand how to adapt to these different styles and emotions before the customers problems can be dealt with. This course explains how to adapt to the different communication types and identifies the common emotions that customers experience when contacting the support center. It also explains how to adapt your writing skills to communicate through e-mail and to document incidents. This course helps to prepare learners interested in the CSR Certification, which is targeted to individuals wishing to qualify to work in a customer support center or help desk environment.
Target AudienceIndividuals interested in the Customer Service Representative (CSR) certification; front line customer service and support agents seeking to acquire new skills.
Expected Duration (hours)3.5
Lesson Objectives Communication Skills
Recognize the benefits of ensuring and maintaining customer satisfaction Identify the key concepts associated with understanding call differentiating Apply the techniques for satisfying the psychological needs of a customer in a given scenario Apply the techniques for satisfying the business needs of a customer in a given scenario Apply the call-flow process to meet the customers needs in a given scenario Recognize how to relate to the different communication styles Match the communication styles with their examples Identify guidelines for matching a customers communication style Recognize the benefits of writing effective e-mails and reports of customer-related incidents Document an incident in a given scenario Recognize best practices for editing incident documentation Determine the appropriate e-mail etiquette to use in a given scenario Identify the strategies that ensure your customer interactions are positive and productive Use open-ended and closed-ended questions with a customer in a given scenario Match open-ended and closed-ended questions to their benefits Match the behavioral techniques that a CSR can use to understand customers emotions with their definitions Recognize how to adapt to a customers competency level Identify the purpose of each element used to build rapport with customers Course Number:
cust_07_a02_bs_enus Back to ListConflict, Stress, and Time Management
Overview/DescriptionEach customer wants her problem to be the most important problem to the Customer Service Representative (CSR). For the CSR, adapting to each customers communication style, understanding each customers emotional response, and solving each customers problem can be an enormously stressful and time-consuming process. This course is intended to show the proper methods needed to resolve conflicts, manage time, and manage stress. It also highlights the importance of a positive approach and attitude in bringing customer interactions to a satisfactory conclusion. This course helps to prepare learners interested in the Customer Service Representative (CSR) certification, which is targeted to individuals wishing to qualify to work in a Customer Support Center/help desk environment.
Target AudienceIndividuals interested in the Customer Service Representative (CSR) certification; front-line customer service and support agents seeking to acquire new skills
Expected Duration (hours)3.5
Lesson Objectives Conflict, Stress, and Time Management
Recognize the benefits of being able to resolve conflicts with customers Recognize the signs of potential conflict in a scenario Recognize examples of techniques for reducing and eliminating conflict with a customer Differentiate between empathy and sympathy Recognize how to use the guidelines for negotiating with customers Recognize the benefits of using a positive approach when dealing with customers Use assertiveness strategies with a customer in a given scenario Match typical communication behavior styles to their examples Recognize actions or statements that reflect confidence Identify self-empowerment techniques for building confidence Recognize examples of the techniques used to disengage with customers Recognize the benefits of implementing time-management and stress-management strategies Recognize examples of personal strategies used to reduce stress Identify symptoms of stress Recognize examples of strategies used to manage time Course Number:
cust_07_a03_bs_enus Back to ListCustomer Service Processes and Procedures
Overview/DescriptionFailing 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 Service Representative (CSR) Certification, which is targeted to individuals wishing to qualify to work in a customer support center/help desk environment.
Target AudienceIndividuals interested in the Customer Service Representative (CSR) certification
Expected Duration (hours)3.0
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 customers 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 Course Number:
cust_08_a01_bs_enus Back to ListQuality in a Support Center
Overview/DescriptionCustomers who experience problems with your service represent a significant challenge to your company. If the support center is able to deal with incidents efficiently, your company can benefit enormously. Reputation and customer satisfaction can be restored and procedures can be established to recognize and prevent future incidents. This course examines the processes involved in incident management and how a support center can use them to best effect. The course introduces the concepts behind incident management, demonstrates how to deal with and close incidents correctly, and teaches how to apply Service Level Agreement terms and Quality Assurance principles. The course helps to prepare learners interested in the Customer Service Representative Certification, which is targeted at individuals wishing to qualify to work in a customer support center or help desk environment.
Target AudienceIndividuals interested in the Customer Service Representative (CSR) certification
Expected Duration (hours)3.5
Lesson Objectives Quality in a Support Center
Identify the benefits of using incident management techniques in a customer support center Recognize examples of when the application of incident management is necessary Identify ways to encourage and/or praise incident solving attempts by the customer Apply incident management in a given scenario Sequence the stages in the incident management process Identify the benefits of documenting the occurrence, progression, and resolution of an incident Apply the incident logging procedure in a given scenario Recognize steps in closing an incident Recognize the benefits offered by Service Level Agreements Match objectives of a Service Level Agreement (SLA) with examples of appropriate statements to be included in the SLA Assign a suitable priority level to an incident, in a given scenario Identify the factors to consider when assigning priority levels to incidents Recognize the importance of quality assurance in improving support center employee performance Select the quality assurance techniques that are appropriate in a given scenario Identify the benefits of incident monitoring in a support center Course Number:
cust_08_a02_bs_enus Back to ListSupport Center Tools, Technologies and Metrics
Overview/DescriptionCustomers contacting Support Centers expect the same level of professionalism each time they interact with a Customer Service Representative (CSR). To ensure this consistently high level of service, the CSR can draw an array of management tools and processes that both guide and measure his performance. This course is intended to demonstrate the management and measurement tools a professional CSR is expected to use when dealing with individual customers and participating in the overall operation of the Support Center. The skills and knowledge required include how to use tools associated with problem, change, knowledge, and security management. This course helps to prepare learners interested in the Customer Service Representative (CSR) Certification, which is targeted to individuals wishing to qualify to work in a customer support environment.
Target AudienceIndividuals interested in the Customer Service Representative (CSR) certification.
Expected Duration (hours)3.0
Lesson Objectives Support Center Tools, Technologies and Metrics
Recognize the benefits of using management tools in the Customer Support Center Sequence the steps in a problem management process in a given scenario Identify the problem management tools available to a CSR Identify the appropriate stages of change management to use in a given scenario Sequence the stages of the change-management process Match knowledge types with examples Identify the types of data that should be protected Identify the reasons for reporting security compromises Determine the appropriate security management decisions in a given scenario Identify the benefits of using customer service measurements in a Support Center Match the most common metrics for customer support performance with examples Match incident management metrics with examples of the types of customer support performance they measure Determine the appropriate survey type for a given scenario Match common technologies used in Support Centers with their descriptions Course Number:
cust_08_a03_bs_enus Back to ListDealing with Irrational Customers and Escalating Complaints
Overview/DescriptionDissatisfied customers can become irrational, irate and even abusive towards Customer Service Representatives. Organizations need to be able to address the needs of such customers in a professional, positive manner, and have processes in place so that Customer Service Representatives know how and when to escalate such a call. This course describes how to properly support an irrational customer, handle emotional and rambling customers, and how and when to escalate customer complaints. This course helps to prepare learners to work in a customer support center/help desk environment.
Target AudienceIndividuals interested in the Customer Service Representative (CSR) certification
Expected Duration (hours)2.0
Lesson Objectives Dealing with Irrational Customers and Escalating Complaints
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 strategies to use when handling a rambling customer Identify the steps to use to disengage from a customer who refuses to disengage 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_08_a04_bs_enus Back to List1yr license: $187.00 per course
*Contact a Training Advisor for Discounted Student and Corporate pricing*
Customer Service Representative (CSR)
Online Training Courses
In a service-oriented market, customer service is everything. From the initial greeting and first impression to
successfully meeting the customer’s needs and expectations, companies understand that a customer’s loyalty is more
vital to their growth than acquiring new customers. But why?
In CBT Direct’s Customer Service Representative courses, CSRs will study the best ways to gain a customer’s
approval – and keep it – even when they have a complaint. CSRs will also gain a keen understanding of why ensuring the happy
return of consumers is the best way to do business.
Perhaps the most difficult part of being a CSR is during conflict with a customer, especially when they become irrational
and their emotions begin to escalate. When not handled correctly, you can waste a lot of time and energy and perhaps even
lose their business if you’re not careful. CBT Direct’s Customer Service Representative courses actually help
you to recognize potential conflict before it begins, to reduce and even eliminate problems with customers.
Benefits of CBT Direct’s Online Customer Service Representative (CSR) Training
CBT Direct boasts the most beneficial online customer service representative (CSR) training on the market.
With online training, you have the flexibility to study on your schedule, and with the speed and reliability of the internet,
CBT Direct’s customer service representative (CSR) course is accessible anywhere you have an internet connection.
Convenience finally costs less with CBT Direct – the most affordable online training solution today.
The unique design of CBT Direct’s online customer service representative course emphasizes learner
initiative, self-management and experiential learning. CBT Direct’s online course design begins with the definition of
user-focused performance objectives and then proceeds to the selection and implementation of instructional strategies
and learning activities appropriate for those objectives. This effective instruction model for CBT Direct’s online
customer service representative (CSR) training course ensures the greatest level of comprehension and
retention.
Who Benefits from CBT Direct’s Customer Service Representative (CSR) Training?
Managers, Supervisors, Customer Service Representatives and other staff members who are responsible for hiring and
managing employees who deliver customer service; any customer service representative looking to improve their
relationships with their manager(s) and their customers; and anyone interested in understanding more about
customer relationships and the type of management needed to build these relationships.
What Will Professionals Learn from CBT Direct’s Customer Service Representative Online Training Course?
You’ll learn the different purposes served by support centers and the Customer Service Representatives (CSRs).
You’ll gain the knowledge to become an expert in how to assess each customer’s business needs and exceed their
expectations, while understanding and applying the ethical guidelines and standards of a certified CSR.
Studying the benefits of adhering to support center policies and best practices is not only important,
but it makes your job a lot easier. You’ll come to understand the purpose of certain organizational policies
and be able to determine the most suitable support source to use in a given scenario. You’ll also learn about
support center tools, technologies and metrics to help you in your daily.
Click here to see a detailed curriculum outline.
You’ll become an expert in effective formal and informal communication, effective listening and active listening skills.
You’ll learn how to recognize vocal cues and determine positive and negative reactions, regardless of what the customer is actually
saying. You’ll also gain the skill of paraphrasing in order to demonstrate the utmost understanding of the customer.
Learn how to differentiate the customer’s needs and communication style, document and edit incidents, use email etiquette,
adapt to a customer’s competency level, use open-ended questions, understand a customer’s emotions and build rapport with them.
You’ll also be given specific guidelines for the most challenging parts of working in customer service, such as: handling
irrational customers, preventing conflict, negotiating with customers, demonstrating confidence and managing your time and
stress in customer service.
Customer Service Representative (CSR)
