LiB presents keygen for SkillSoft Interacting with the Customer
LiB.nfo
┌█ SkillSoft.Interacting.with.the.Customer-LiB █┐
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┌──────────────────────┐ ▓▒░ Release Information ░▒▓ ┌──────────────────────┐
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├───────────────────────────────────────────────────────────────────────────┤
│ TITLE : Interacting with the Customer │
├───────────────────────────────────────────────────────────────────────────┤
│ 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 : 20.23 MB │
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┌────────────────────────┐ ▓▒░ Release Notes ░▒▓ ┌──────────────────────────┐
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│ │
│ [Product Information] │
│ │
│ Overview/Description │
│ Failing to realize the importance of customer service and effective │
│ complaint 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 overcome │
│ communication problems, and how to use active listening. This course │
│ helps to prepare learners interested in the Customer Support │
│ Specialist (CSS) certification, which is targeted at 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 │
│ │
│ Interacting with the Customer │
│ # classify examples of communication as formal or informal │
│ # apply common methods to overcome the barriers to effective │
│ communication in a given scenario │
│ # identify the typical barriers to effective communication │
│ # recognize the benefits of using effective communication skills │
│ # use effective speaking skills in a given scenario │
│ # match each technique for improving your speaking skills to its │
│ associated benefit │
│ # match positive and negative vocal cues with examples │
│ # recognize the benefits of using voice attributes to influence how │
│ you are perceived by customers │
│ # recognize the benefits of having effective listening skills │
│ # recognize the benefits to using the best practices of effective │
│ listening │
│ # match factors that prevent effective listening to the appropriate │
│ example │
│ # use active listening skills to deal with a customer in a given │
│ scenario │
│ # match the classifications of the mirroring behaviors involved in │
│ active listening to the appropriate example │
│ # apply appropriate paraphrasing skills to deal with a customer in a │
│ given scenario │
│ # recognize the benefits of paraphrasing │
│ │
│ [Install Information] │
│ │
│ Unpack it ! │
│ Enjoy this fine release from TEAM LiB ~_* │
│ │
│ [For more information] │
│ │
│ http://www.skillsoft.com/Catalog/detail.asp? │
│ CourseCode=cust_02_a01_bs_enus │
│ │
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