Customer Service Representative (CSR)

Hours: 200 / Access Length: 12 Months
Retail Price: $1,999.00

Course Overview:

The customer service representative plays an essential role in an organization's success through providing product and service information and resolving product and service problems. In this course, you will learn about the various duties and responsibilities of the customer service provider, and you will practice these using a variety of exercises, hypothetical interactions, and assignments.  The goal of this course is to prepare you to be an outstanding, reliable, and successful customer service representative in a business or other organization.

About ProTrain:

ProTrain is committed to offering world class interactive online courses that provide training and learning support for the student in a number of ways during their experience. The ProTrain course structure has been developed to provide activities to guide students throughout the entire process of learning. Learning activities include hands-on assignments that allow students to use what they are learning to allow better transferable skills within their work environments; and collaborative assignments, like wikis and discussion groups that allow them to share what they have learned with others in the same course.

While a student learns, they are not alone. Each student will receive guidance and support from his or her assigned Training Assessment Manager (TAM) and Student Services Specialist (SSS) representative. In addition, we will offer live monthly webinars and feedback sessions for various subject categories. Throughout the entire course, students are monitored by the SSS representative using progress reporting from the ProTrain Registration System (PRS).

ProTrain will provide Students who successfully complete their online certification programs and pass their industry level certification exams the access to the new ProTrain Education-2-Employment Career Tracker system. The Career Tracker will allow our students who pass exams to load their own resumes at no additional cost, and letting industry employers find their talent through the same database.

Curriculum Developer Biography:

Laurie Gilbreath holds a Master of Arts in Education and has 15 years' experience in K-12, higher education, and continuing education. She has also worked for 10 years as a professional development facilitator and designer and an educational trainer. She has developed courses, training manuals, and educational ebooks in topics ranging from healthcare to business to administration and quality management. In addition to her educational experience, she has worked as a freelance writer and editor for 10 years. Her publications include scholarly articles, training and educational materials, web content, and fiction.

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.  Topics will include:

• The impact of globalization on customer service.
• Diversity in the workplace relative to serving the needs of diverse personalities in global customers.
• The four personalities of customers
• Customer service wants among the five generational groups.
• Ways to communicate effectively with disabled persons.

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.  Students will be able to:

• Explain the relationship between customer expectations and customer perceptions.
• Cite examples of customer first impressions.
• Describe the three customer turnoffs.
• Discuss the importance of customer loyalty.
• Discuss the traits and skills CSRs should possess.

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 less we will discuss building a customer service strategy in a way that encourages quality service resulting in customer satisfaction.  We will:

• Describe customer service strategy and its relationship to a SWOT (strengths, weaknesses, opportunities, and threats) analysis and a strategic plan.
• Connect the importance of data warehousing to the efficiency of a customer relationship management strategy.
• Identify the major components of a customer service infrastructure.
• Discuss the changing role of CSRs as it incorporates additional marketing and sales activities.

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.  We will:

• Identify techniques to better organize and manage time.
• Discuss the importance of understanding and managing stress.
• Understand the difference between positive and negative stress.
• Define anger management and list ways to control it in the workplace.
• Describe the benefits to customers of the teamwork approach in organizations.

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.  We will:

• Describe the steps involved in solving customer complaints.
• Identify reasons that customers complain and describe the process for solving those problems.
• List the conflict management styles and strategies to use when solving customer problems.
• Discuss how a customer win-back plan is a necessary component for dealing with dissatisfied customers.

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.

• Discuss approaches to use when handling extreme customers, both quiet and vocal.
• Describe the activities involved in proactive problem solving and customer self-service for extreme customers.
• Analyze the uses for and types of feedback survey instruments.
• Identify customer retention strategies and why they are important for quiet and vocal 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.  We will:

• Explain the role of management in setting customer service standards.
• Describe the working environment and basic duties for most customer service representative positions.
• Identify reasons companies should train, empower, and reward service professionals.
• Discuss the qualities that a successful customer service manager should possess.

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.  We will:

• Explain each of the elements in the communication process.
• Identify the behaviors of people who communicate using different communication styles.
• Compose examples of open, probing, closed, alternative choice, leading, and direct questions.
• Know the fundamentals of business writing.

Lesson 10: Customer-Focused Listening

In this lesson, we will discuss effective listening and listening habits along with roadblocks to effective communication.  We will:

• Distinguish among the three levels of listening.
• Explain the consequences of ineffective listening.
• Develop techniques for becoming an effective listener.
• Describe obstacles that impact customer-focused listening.

Lesson 11: Nonverbal Communication, Dress, and Manners

From the text:

It takes a determined awareness to understand and use 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.

• Identify the elements and interpretations of body language.
• Discuss the importance of having a dress code in the workplace.
• Cite examples of business etiquette and manners.

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.

• Detail the essential customer service skills needed when communicating over the phone.
• Describe the purpose and extent of business use of voice and virtual technologies.
• Evaluate the quality and delivery of your service voice when speaking on the phone.
• Distinguish between inbound and outbound telemarketing activities.
• Identify and describe Web-driven service technologies.

All necessary materials are included.

System Requirements:

• Cable and DSL internet connections are recommended for the best experience.

• CPU: 1 GHz or higher
• RAM: 2 GB or higher
• Resolution: 1280 x 720 or higher
• Speakers / Headphones
• Microphone (Webinar / Live Online sessions)

• Microsoft Windows 7 or 10 (Home, Pro)
• Mac OSX 10 or higher.
• Latest Chrome OS
• Latest Linux Distributions

NOTE: While we understand that our courses can be viewed on Android and iPhone devices, we do not recommend the use of these devices for our courses. The size of these devices do not provide a good learning environment for students taking online or live online based courses.

• Latest Google Chrome is recommended for the best experience.
• Latest Mozilla FireFox
• Latest Microsoft Edge
• Latest Apple Safari

• Office suite software (Microsoft Office, OpenOffice, or LibreOffice)
• PDF reader program (Adobe Reader, FoxIt)
• Courses may require other software that is denoted in the above course outline.