Customer Service Processes and Procedures

Overview/Description
Failing 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 to work in a customer support center or help desk environment.

Target Audience
Individuals who want to develop or refresh their customer service skills

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 customer's 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