This course prepares students to take the HDI Customer Service Representative (HDI-CSR) certification exam.
Course Outline:
Lesson 1: What is Customer Service
In this lesson, we will define customer service and discuss its importance in an organization’s success. In addition, we will explore customer needs, the benefits gained through meeting those needs, and the role of the customer service representative in this process. We will also discuss the concept of social customers.
Lesson 2: The Global Customer
Best-in-class global service is all about delivering the right information in context to optimize business processes, applications, and activities that support service. In this lesson, we will discuss ways that the CSR can best serve the global customer.
Lesson 3: Exceptional Customer Service
According to a study by RightNow Technologies, 73 percent of customers leave because of poor customer service. In this lesson, we will discuss ways that organizations can understand, meet, and exceed customer expectations through exceptional customer service.
Lesson 4: Customer Service Strategy
Most organizations are made of people and customers; therefore, having a strategy for delivering consistently excellent customer service is essential. In this lesson we will discuss building a customer service strategy in a way that encourages quality service resulting in customer satisfaction.
Lesson 5: Critical Workplace Skills
Every organization has expectations of its employees. In customer service, meeting these expectations is extremely important, as it affects the customers’ experience and the health of the business. In this lesson, we will discuss workplace skills that are critical in customer service. In addition, we will discuss balancing those skills, setting realistic goals, and how to maximize those skills.
Lesson 6: Problem Solving
In this lesson, we will discuss the importance of the Customer Service Representative in problem solving, resolving conflict, and winning back business through excellent customer service.
Lesson 7: Extreme Customers and Customer Retention
Every business will encounter challenging situations and difficult customers from time to time. In this lesson we will discuss approaches for handling challenges and dealing with difficult customers.
Lesson 8: Managing Customer Service
In this lesson, we will discuss effective approaches for managing customer services representatives, such as the provision of training, team-building, a positive environment, and clear expectations.
Lesson 9: Communication Essentials
In this lesson, we will explore communication styles, discuss the basics of written and verbal communication, and become familiar with the characteristics of effective communication.
Lesson 10: Customer-Focused Listening
In this lesson, we will discuss effective listening and listening habits along with roadblocks to effective communication.
Lesson 11: Nonverbal Communication, Dress, and Manners
In this lesson, we will focus on the use of Nonverbal Communication, Dress, and Manners in the best way during interactions with customers. Whether individuals are face-to-face or at a distance from each other, how either party respects and makes the other person feel can manifest in an exciting beginning or an unfortunate ending to a service relationship.
Lesson 12: Telephone and Digital Communication
In this lesson, we will discuss various forms of digital and telephone communication, including web chat, VoIP, telephone service, inbound customer service calls, and outbound telemarketing.
All necessary materials are included.
Certification(s):
This course prepares students to take the HDI Customer Service Representative (HDI-CSR) certification exam.
