Enjoying the preview?
This is the free first lesson. Get full access — request a demo or sign in.
Technical and Problem-Solving Skills
Discover ways to improve your customer servicePreview the first lesson free — get full access to all 5 lessons.
Beginner Provider : KnowledgeCity 5 Lessons · 13m in Arabic, English, Spanish
Course Description
In order to maximize the efficiency and effectiveness of your customer service, it’s important to keep a few things in mind. Today, customer service representatives have a wealth of technology at their disposal. Automatic Call Distributor (ACD) systems and Customer Relationship Management (CRM) systems can help customer service departments provide personalized service and prepare more effective responses. But conducting high-quality calls isn’t as simple as just using the latest technology. Customers will come with a variety of complex and challenging issues that require carefully crafted problem-solving strategies. Seeking opportunities for continuous improvement and professional development will help you keep these problem-solving skills in top form, allowing you to keep customers satisfied and steadily improve as a customer service representative.
In this course, we’ll introduce some phone systems and tools that you can use to improve the quality of your customer service. We’ll discuss some problem-solving strategies and ways you can pursue continuous improvement and professional development. By the end of this course, you’ll have a better understanding of the avenues you can take to improve processes and provide high-quality customer service.
What You'll Learn
- Discover tools you can use to improve customer service processes
- Navigate phone systems and tools such as ACD and CRM systems
- Apply problem-solving strategies for handling complex customer issues
- Explore opportunities for continuous improvement and professional development
Key Takeaways
- Customer service representatives have technology such as Automatic Call Distributor (ACD) and Customer Relationship Management (CRM) systems to provide personalized service and prepare more effective responses.
- Conducting high-quality calls requires more than the latest technology, since customers bring complex and challenging issues that need carefully crafted problem-solving strategies.
- Seeking continuous improvement and professional development helps keep problem-solving skills in top form and keeps customers satisfied.
- The course introduces phone systems and tools, problem-solving strategies, and ways to pursue continuous improvement to provide high-quality customer service.
Frequently Asked Questions
Who is this course for?
It is designed for customer service representatives who want to improve the quality of their customer service using technical and problem-solving skills.
What does this course cover?
It introduces phone systems and tools you can use to improve customer service, discusses problem-solving strategies, and explores ways to pursue continuous improvement and professional development.
What tools does the course mention for improving customer service?
It mentions Automatic Call Distributor (ACD) systems and Customer Relationship Management (CRM) systems, which help provide personalized service and prepare more effective responses.
What skills will I gain from this course?
The course covers customer service, problem solving, and career development skills.
What lessons are included?
The course includes Introduction; Navigating Phone Systems and Tools; Problem-Solving Strategies for Customer Service; Continuous Improvement and Professional Development; and Test Your Knowledge.
Professional Certifications and Continuing Education Units (CEUs)
Society for Human Resource Management (SHRM®)
Professional Development Credits (PDCs): 0.25
KnowledgeCity is approved by SHRM as a Recertification General Provider to offer SHRM-CP or SHRM-SCP professional development credits (PDCs). By taking the courses approved by SHRM, KnowledgeCity can award SHRM Professional Development Credits (PDCs) for HR knowledge and competency programs related to the SHRM Body of Applied Skills and Knowledge™ (the SHRM BASK™).
