LiB presents keygen for SkillSoft Effective Communication Skills
LiB.nfo
┌█ SkillSoft.Effective.Communication.Skills-LiB █┐
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┌──────────────────────┐ ▓▒░ Release Information ░▒▓ ┌──────────────────────┐
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├───────────────────────────────────────────────────────────────────────────┤
│ TITLE : Effective Communication Skills │
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│ AUTHOR : SkillSoft │
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│ PUBLISHER : SkillSoft │
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│ ISBN : 0000000 │ MAKER : TEAM LiB │
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│ PAGES : N/A Pages │ PACKAGER : TEAM LiB │
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│ EDITION : N/A │ SUPPLIER : TEAM LiB │
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│ LANGUAGE : ENGLISH │ FORMAT : ZIP │
├───────────────────────────────────┼───────────────────────────────────────┤
│ RELEASE : 03-03-09 │ SIZE : 21.07 MB │
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┌────────────────────────┐ ▓▒░ Release Notes ░▒▓ ┌──────────────────────────┐
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│ [Product Information] │
│ │
│ Overview/Description │
│ Effective communication is essential to the success of any │
│ customer-oriented business. Each customer will have their own style │
│ of communication as well as an emotional response to contacting a │
│ support center. In order to effectively communicate, the Customer │
│ Support Specialist (CSS) must understand how to adapt to these │
│ different styles and emotions before the customer's problems can be │
│ dealt with. This course explains how to adapt to the different │
│ communication types and identifies the common emotions that customers │
│ experience when contacting the support center. It also explains how │
│ to adapt your writing skills to communicate through e-mail and to │
│ document incidents. This course helps to prepare learners interested │
│ in the CSS Certification, which is targeted to individuals wishing to │
│ qualify to work in a customer support center or help desk environment. │
│ │
│ Target Audience │
│ Individuals interested in the Customer Support Specialist (CSS) │
│ certification; front line customer service and support agents seeking │
│ to acquire new skills. │
│ │
│ Expected Duration (hours) │
│ 3.0 │
│ │
│ Lesson Objectives │
│ │
│ Effective Communication Skills │
│ # recognize the benefits of ensuring and maintaining customer │
│ satisfaction │
│ # apply the techniques for satisfying the psychological needs of a │
│ customer in a given scenario │
│ # apply the techniques for satisfying the business needs of a │
│ customer in a given scenario │
│ # apply the call-flow process to meet the customer's needs in a given │
│ scenario │
│ # recognize how to relate to the different communication styles │
│ # match the communication styles with their examples │
│ # recognize the benefits of writing effective e-mails and reports of │
│ customer-related incidents │
│ # document an incident in a given scenario │
│ # recognize best practices for editing incident documentation │
│ # determine the appropriate e-mail etiquette to use in a given │
│ scenario │
│ # identify the strategies that ensure your customer interactions are │
│ positive and productive │
│ # use open-ended and closed-ended questions with a customer in a │
│ given scenario │
│ # match open-ended and closed-ended questions to their benefits │
│ # match the behavioral techniques that a CSS can use to understand │
│ customers' emotions with their definitions │
│ # identify the purpose of each element used to build rapport with │
│ customers │
│ │
│ [Install Information] │
│ │
│ Unpack it ! │
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│ [For more information] │
│ │
│ http://www.skillsoft.com/Catalog/detail.asp? │
│ CourseCode=cust_02_a02_bs_enus │
│ │
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┌─────────────────────┐ ▓▒░ TEAM LiB AGREEMENTS ░▒▓ ┌───────────────────────┐
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