Customer Service Agent Skills

If you're looking to work in customer service, you can expect to take on a lot of responsibility. Not only will you be looking after client relationships on the behalf of the business, you may be responsible for getting the maximum possible return from them. This requires you to balance the needs of both the business and the customer. The skills developed in this course will help you to demonstrate to employers that you are up to the task. 

Why do this course?

• Looks great on your CV
• Shows recruiters you have the skills they are looking for
• Gives you a great grounding in customer service

The Customer Service Agent in Action

• This course is designed to help CSAs understand their essential functions as well as the context and importance of their work.
• Increasingly, CSAs are responsible for managing customer relationships. Their jobs have evolved from simple processing of customer service requests to more complex nurturing of the customer, supporting company profitability by building customer loyalty.
• CSAs collect more detailed data than ever before, assess more varied and more complex problems, and use increasingly sophisticated technology. Working under intense time pressure, they must meet customer needs and exceed customer expectations.
• This course teaches CSAs how to manage each stage of the call, from introduction through problem resolution. It also covers methods of making call centres effective, by balancing customer needs against limited resources, and ways of measuring that effectiveness.

Professional Skills for Customer Service Agents

• This course covers professional issues such as call-centre ethics and call protocol; procedures and techniques for handling calls and gaining customer confidence; and questioning and listening skills to help you address customer concerns more effectively.
• You will learn skills that help CSAs to efficiently and respectfully gather customer information and, where appropriate, take action to place a customer on hold without offending the customer or losing the call.
• When combined, the behavioural skills covered in this course can lead to a more satisfying work experience and increase your success rate as a customer service agent.

Managing Challenges in Customer Service

• This course helps CSAs to manage challenges successfully. It teaches CSAs effective techniques for handling aggressive callers, such as controlling, outraged, and threatening customers.
• It also teaches CSAs practical methods of managing nonaggressive but nonetheless difficult callers, such as customers who demand excessive amounts of call time and customers who are either technical experts or technical novices.
• In addition, this course helps CSAs to develop strategies to manage their time and to cope with the stresses associated with their jobs.

Cross-selling in a Customer Service Call

• This course covers identifying various types of customer inquiries and controlling the call for an efficient sale.
• It also explains the best practices for selecting cross-selling prospects by gathering appropriate data, and assessing and qualifying sales opportunities. This helps CSAs avoid uncomfortable situations in which they might possibly lose a customer.
• In the course lessons, you'll learn effective methods for securing sales such as proposing and presenting solutions, handling objections and closing the sale. These additional call skills will help you perform your tasks more effectively. 

What’s included?

• Hands-on interactive exercises - learn by doing

In partnership with Skillsoft

reed.co.uk has partnered with SkillSoft, the world’s leading provider of eLearning, to offer you all the quality training you need. You will be learning on SkillSoft software. SkillSoft is the world leader in e-learning for businesses, and is used by multinational companies such as FedEx, Hilton, VirginMedia and Hewlett Packard. By training with SkillSoft you will be working with an industry recognised organisation and investing in training that employers already know and trust.

Please note:

Please allow 24 hours to receive your online training details. If your order is made over the weekend, your online training details will be provided on the following Monday morning.

This SkillSoft course is not aligned to any certification or exam - it is a course to teach knowledge and skills.

This course is designed specifically for for use on desktop browsers. Performance on mobile devices may vary and compatibility with non-desktop devices is not guaranteed.