CBT Campus' Online Skills Training Courses.

Customer Service: Strengthening Your Service Skills

discover the key concepts covered in this course
recognize key strategies that CSRs should focus on to achieve ongoing success
identify how to leverage your interests to boost your skillset
Knowledge Check: Assessing Your Self-improvement Skills
identify learning resources that help support professional growth
recognize strategies that promote lifelong learning
identify examples of best practices for building a career development plan
Knowledge Check: Reviewing Your Career Development Skills
reflect on what you've learned

Customer service continues to become a strategic imperative for most organizations today. Experienced CSRs have valuable experience with both hard and soft skills, making this role an ideal launchpad for a career in the business or private sector. This course enables you to determine the most effective means for self-improvement, teaching you the skills to find and practice growth and development opportunities in customer service, in your company and industry, and that give you a deeper sense of personal achievement and satisfaction.

In this course, you’ll learn how to leverage your interests to boost your skillset. You’ll also learn to find and use learning resources that support professional growth, strategies that promote lifelong learning, and how to use that knowledge to build a career development plan.

This course was developed with subject matter provided by NueBridge (www.nuebridge.com) which has extensive expertise in customer experience and management across multiple industries around the world.

Target

Prerequisites: none

Customer Service: Adapting to Your Customer’s Cues

Course Number:
bs_acs06_a01_enus

Customer Service: Adapting to Your Customer’s Cues

discover the key concepts covered in this course
recognize the advantages of understanding your customer’s cues
identify strategies to ensure you get the most from customer cues
recognize the type of cue a customer exhibits in their response during a service interaction
Knowledge Check: Reviewing Your Skills in Assessing Customer Cues
identify adjustments you can make to personalize a conversation based on customer cues
identify the best response to customer cues during a service interaction
Knowledge Check: Assessing Your Skills in Adapting to Customer Cues
reflect on what you've learned

The ability to support a customer is keenly enhanced by a greater understanding of the customer’s mood, communication style, and knowledge of the product or service in question. From the first moments of interaction, the customer will be giving cues in each of these areas. Interaction with customers requires planning, active listening, and a conscious effort to adjust your communication and support approach based on your customer's cues. In this course, you'll learn how to recognize and read customer cues, and how to use them to adapt your support strategy to each individual customer. You'll also explore how to overcome common pitfalls customer service agents face in assessing their customer’s cues.

Target

Prerequisites: none

Customer Service: Becoming a Chat Agent Star

Course Number:
bs_acs06_a07_enus

Customer Service: Becoming a Chat Agent Star

discover the key concepts covered in this course
recognize key characteristics of chat customer service
recognize key customer service skills in chat communication
identify the advantages of chat service over other communication channels
Knowledge Check: Reviewing Your Skills in Differentiating Chat
recognize best practices for communicating with a chat customer
identify strategies to avoid common pitfalls during customer chat
recognize best practices used during a chat customer service interaction
Knowledge Check: Applying Your Skills in Delivering Excellent Chat Service
reflect on what you've learned

Companies and customers alike say chat service is the most important and fastest growing customer service channel. It provides the highest customer satisfaction. This makes it critical to build capacity and proficiency to deliver the highest levels of customer service through the chat channel. A great chat CSR is able to solve problems for customers using the communication skills every customer service agent learns and adapting them to the chat channel.

In this course, you’ll explore the world of the customer service chat. You’ll explore the key characteristics of chat service and the skills needed to master it. You’ll also learn the best practices for chat communication and the pitfalls to avoid on the way to becoming a chat star.

Target

Prerequisites: none

Customer Service: Discovering Customer Needs

Course Number:
bs_acs06_a03_enus

Expected Duration (hours)
0.7

Customer Service: Discovering Customer Needs

discover the key concepts covered in this course
recognize the advantages of fully defining customer needs
recognize key strategies to determining a customer’s stated needs
recognize techniques for determining customers’ unstated needs
Knowledge Check: Reviewing Your Skills in Identifying Stated and Unstated Customer Needs
identify strategies to help you overcome common pitfalls in addressing customer needs
recognize techniques to help you exceed customer needs
recognize best practices to determine customer needs during a service interaction
Knowledge Check: Applying Your Skills in Addressing Customer Needs
reflect on what you've learned

Customer needs lie at the heart of every service interaction. In order to fully support the customer, we must be able to identify both their stated and unstated needs. Customer support professionals use a combination of skills to analyze beyond the stated requirements to uncover the full spectrum of customer needs.

In this course, you’ll learn the service advantages of being able to identify your customers' needs. You’ll learn best practices for discerning both stated and unstated needs in a service interaction and how to avoid problems and pitfalls in needs exploration. You'll also learn techniques to help you exceed your customers' needs and you'll explore scenarios that put these practices into action.

Target

Prerequisites: none

Customer Service: Engaging with Customers

Course Number:
bs_acs06_a05_enus

Customer Service: Engaging with Customers

discover the key concepts covered in this course
recognize the influence of perception when engaging with customers in service interactions
recognize actions an agent can take to build and demonstrate confidence when engaging with customers
Knowledge Check: Reviewing Your Skills in Perceptions and Confidence
identify ways to integrate flexibility into support when engaging with the customer
recognize best practices to ensure efficiency while engaging customers
identify the steps to employ the acting technique to increase self-confidence, flexibility, and efficiency in a service interaction
Knowledge Check: Applying Your Customer Engagement Skills
reflect on what you've learned

Customer service is customer engagement. And as a customer service representative, you don’t often get to see happy, smiling customers, excited by their new service, new device, new outfit, or new opportunity. You get to see them when the new thing isn’t working. Or isn’t the right color. Or may not be billed correctly. And then you get to try to make them happy again. In this course, you’ll learn proven techniques customer service professionals can use to boost their self-confidence, better engage with their customers, and demonstrate flexibility and efficiency in the problem-solving process.

Target

Prerequisites: none

Customer Service: Fostering a Service Mindset

Course Number:
bs_acs06_a04_enus

Customer Service: Fostering a Service Mindset

discover the key concepts covered in this course
identify key factors that build a customer service mentality
recognize key practices that can help establish a good personal mindset for any service situation
Knowledge Check: Reviewing Your Mindset Skills
recognize how professional values manifest during customer service interactions
identify key elements of a professional customer service attitude
recognize strategies that demonstrate a customer-centric service mindset
Knowledge Check: Applying Your Skills for Customer-centric Service
reflect on what you've learned

Success is both an outcome and a mindset. Professionals who wish to provide a truly exceptional level of customer service approach each interaction with the right mindset and attitude. Without understanding how mindset impacts service ability, you compromise your potential and that of the organization, which ultimately results in a poor customer service experience. Focusing on your service mindset and attitude will ensure your professional values will manifest in each service interaction. In this course, you’ll learn how moving to a different mindset can help you deliver outstanding customer service, and what key practices can help establish a good personal mindset for any service situation. You’ll also learn to recognize how professional values manifest during customer service interactions, how to develop an attitude of a customer service professional, and what strategies demonstrate a customer-centric service mindset.

Target

Prerequisites: none

Customer Service: Generating Effective Solutions

Course Number:
bs_acs06_a06_enus

Customer Service: Generating Effective Solutions

discover the key concepts covered in this course
recognize how to acquire the information you need to generate solutions for customers
identify the solution steps in a process-based approach to customer service
Knowledge Check: Reviewing Your Problem-solving Skills
identify approaches for addressing common obstacles encountered during customer service interactions
recognize indications that a call should be escalated to a higher tier of service
identify strategies to take customer service solutions to the next level
Knowledge Check: Applying Your Skills in Generating Customer Solutions
reflect on what you've learned

Customer service is all about finding the right solution for every client. CSRs who can quickly determine the underlying causes and issues associated with a customer’s problem are more likely to generate fast and effective solutions. In this course, you’ll examine proven techniques to find the root cause of a problem, align a right-fit solution, and deliver a final resolution. You’ll recognize how to arm yourself with the information you need before and during an interaction, and learn the solution steps in a process-based approach to customer service. You’ll also learn approaches for addressing common obstacles encountered during customer service interactions, indications when a call should be escalated to a higher tier of service, and explore strategies to take customer service solutions to the next level.

Target

Prerequisites: none

Customer Service: Interpreting Customers’ Service Priorities

Course Number:
bs_acs06_a02_enus

Expected Duration (hours)
0.4

Customer Service: Interpreting Customers’ Service Priorities

discover the key concepts covered in this course
distinguish customer priorities as either explicit or implicit
identify statements that describe how speed influences customer perception
Knowledge Check: Reviewing Your Skills in Recognizing Customer Priorities
recognize strategies to decrease the amount of effort customers expend in getting issues resolved
recognize methods of demonstrating presence for customers in service interactions
recognize strategies to balance priorities during a customer service interaction
Knowledge Check: Applying Your Customer Service Skills in Interpreting Customers' Priorities
reflect on what you've learned