LiB's keygen for SkillSoft Customer Service Procedures
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┌█ SkillSoft.Customer.Service.Procedures-LiB █┐
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├───────────────────────────────────────────────────────────────────────────┤
│ TITLE : Customer Service Procedures │
├───────────────────────────────────────────────────────────────────────────┤
│ AUTHOR : SkillSoft │
├───────────────────────────────────────────────────────────────────────────┤
│ PUBLISHER : SkillSoft │
├───────────────────────────────────┬───────────────────────────────────────┤
│ ISBN : 0000000 │ MAKER : TEAM LiB │
├───────────────────────────────────┼───────────────────────────────────────┤
│ PAGES : N/A Pages │ PACKAGER : TEAM LiB │
├───────────────────────────────────┼───────────────────────────────────────┤
│ EDITION : N/A │ SUPPLIER : TEAM LiB │
├───────────────────────────────────┼───────────────────────────────────────┤
│ LANGUAGE : ENGLISH │ FORMAT : ZIP │
├───────────────────────────────────┼───────────────────────────────────────┤
│ RELEASE : 03-03-09 │ SIZE : 22.57 MB │
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┌────────────────────────┐ ▓▒░ Release Notes ░▒▓ ┌──────────────────────────┐
│ └───────────────────────┘ │
│ │
│ [Product Information] │
│ │
│ 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 interested in the Customer Support │
│ Specialist (CSS) Certification, which is targeted to individuals │
│ wishing to qualify to work in a customer support center/help desk │
│ environment. │
│ │
│ Target Audience │
│ Individuals interested in the Customer Support Specialist (CSS) │
│ certification │
│ │
│ Expected Duration (hours) │
│ 3.5 │
│ │
│ Lesson Objectives │
│ │
│ Customer Service Procedures │
│ # identify the benefits of process management │
│ # match the goals of process management with descriptions of how each │
│ improves the performance of the CSS │
│ # 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 │
│ # identify the importance of effective call handling in the operation │
│ of a support center │
│ # use appropriate procedures for handling a call in a given scenario │
│ # select the appropriate actions when communicating status updates in │
│ a scenario │
│ # apply problem-solving techniques in the interaction between a CSS │
│ and a customer │
│ # identify unprofessional behaviors to avoid when dealing with a │
│ customer │
│ # identify the steps involved in putting a customer on hold │
│ # identify the information to be included when leaving a voice │
│ message for a customer │
│ # identify the benefits of being able to deal effectively with │
│ "problem" customers │
│ # implement strategies for dealing with abusive customers in a given │
│ scenario │
│ # identify techniques for dealing with irate customers │
│ # implement an appropriate strategy to deal with an emotional │
│ customer in a given scenario │
│ # recognize emotional customers │
│ # identify the benefits provided by the escalation of complaints │
│ # match customer issues with the appropriate escalation approach │
│ # select appropriate ways of updating a customer in a given scenario │
│ # identify appropriate approaches for updating a customer │
│ │
│ [Install Information] │
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│ [For more information] │
│ │
│ http://www.skillsoft.com/Catalog/detail.asp? │
│ CourseCode=cust_03_a01_bs_enus │
│ │
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