Course Status:	Released	Courseware Features
Course Language:	English
Course Duration:	2 Hours
Deployment Options:	Online, Interactive CDs, Network,

Audience

Customer Service Agents

Prerequisites

Ability to use a keyboard and a mouse

Course Aim

To discuss how developments in the business world and in technology are affecting the role of the customer service associate

Learning Objectives

To discuss how developments in the business world and in technology are affecting the role of the customer service associate To provide an overview of the contact-center environment To discuss the role of the customer service associate as a profession To discuss the contact center in terms of the developing area of Customer Relationship Management

Learning Events

Learning event 1 Learning event 1 title: Overview of the Contact-Center Environment Learning objects LEARNING OBJECT TITLE: The role of the customer service associate LEARNING OBJECT TYPE: Lesson OBJECTIVE: After taking this learning object, the student should be able to discuss the chain of command within the contact center and the development of the role of the customer service associate. LEARNING OBJECT TITLE: The call center LEARNING OBJECT TYPE: Lesson OBJECTIVE: After taking this learning object, the student should be able to describe the development of the call center and its relationship to the company as a whole. LEARNING OBJECT TITLE: Technology and the customer service associate LEARNING OBJECT TYPE: Lesson OBJECTIVE: After taking this learning object, the student should be able to describe the everyday tools and technologies used by the customer service associate. Learning event 2 Learning event 2 title: The Customer Service Professional Learning objects LEARNING OBJECT TITLE: Is the customer service associate a professional? LEARNING OBJECT TYPE: Seminar OBJECTIVE: After taking this learning object, the student should be able to describe the technical skills and knowledge resources required of a professional CSA. LEARNING OBJECT TITLE: Is customer service profession? LEARNING OBJECT TYPE: Seminar OBJECTIVE: After taking this learning object, the student should be able to describe the reasons why the role of the CSA is a professional one. LEARNING OBJECT TITLE: Determining personal assets and liabilities LEARNING OBJECT TYPE: Lesson OBJECTIVE: After taking this learning object, the student should be able to identify their strengths and weaknesses in relation to their role. LEARNING OBJECT TITLE: Professional ethics and the customer service associate LEARNING OBJECT TYPE: Seminar OBJECTIVE: After taking this learning object, the student should be able to describe the ethical issues pertaining to the role of the CSA. Learning event 3 Learning event 3 title: Defining Contact-Center CRM Learning objects LEARNING OBJECT TITLE: The role of contact centers in a CRM strategy LEARNING OBJECT TYPE: Lesson OBJECTIVE: After taking this learning object, the student should be able to discuss the role of contact centers in a CRM strategy. LEARNING OBJECT TITLE: Customer service LEARNING OBJECT TYPE: Audio OBJECTIVE: After taking this learning object, the student should be able to discuss the basic premises of customer service.

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