Course Status:	Released	Courseware Features
Course Language:	English
Course Duration:	1 Hours
Deployment Options:	Online, Interactive CDs, Network,

Audience

Customer Service agents

Prerequisites

Ability to use a keyboard and a mouse

Course Aim

To use the skills and deal with the challenges of the customer service agent role

Learning Objectives

To deal with all aspects of the process of a service call To identify different personality types encountered by the customer service agent and describe strategies for dealing with them To recognize the elements that create stress in the role of the customer service agent and to suggest potential remedies for that stress

Learning Events

Learning event 1 Learning event 1 title: The Process of a Service Call Learning objects LEARNING OBJECT TITLE: Essential customer-call skills LEARNING OBJECT TYPE: Lesson OBJECTIVE: After taking this learning object, the student should be able to discuss some basic call-handling skills. LEARNING OBJECT TITLE: Writing effective e-mails and faxes LEARNING OBJECT TYPE: Lesson OBJECTIVE: After taking this learning object, the student should be able to produce professional and effective e-mails and faxes. LEARNING OBJECT TITLE: Creating customer knowledge LEARNING OBJECT TYPE: Lesson OBJECTIVE: After taking this learning object, the student should be able to manage the data gained from a service call and use it to help prevent similar problems in future. LEARNING OBJECT TITLE: The elements of the service call LEARNING OBJECT TYPE: Lesson OBJECTIVE: After taking this learning object, the student should be able to describe the elements of a service call. LEARNING OBJECT TITLE: Problem definition and resolution in a service call LEARNING OBJECT TYPE: Lesson OBJECTIVE: After taking this learning object, the student should be able to define problems and reach resolutions in service calls. LEARNING OBJECT TITLE: Effective questioning and listening techniques for CSAs LEARNING OBJECT TYPE: Lesson OBJECTIVE: After taking this learning object, the student should be able to employ useful questioning and listening techniques. LEARNING OBJECT TITLE: The origins of the call LEARNING OBJECT TYPE: Lesson OBJECTIVE: After taking this learning object, the student should be able to describe the origins and early moments of a customer service call. Learning event 2 Learning event 2 title: The Customer Jungle Learning objects LEARNING OBJECT TITLE: Customer behavior types LEARNING OBJECT TYPE: Lesson OBJECTIVE: After taking this learning object, the student should be able to discuss customer behavior types and outline ways of dealing with them. LEARNING OBJECT TITLE: Nonaggressive customer behaviors LEARNING OBJECT TYPE: Lesson OBJECTIVE: After taking this learning object, the student should be able to evaluate nonaggressive customer behaviors. LEARNING OBJECT TITLE: Aggressive customer behavior LEARNING OBJECT TYPE: Lesson OBJECTIVE: After taking this learning object, the student should be able to deal with difficult and aggressive customer behavior. Learning event 3 Learning event 3 title: Coping Strategies for Customer Service Agents Learning objects LEARNING OBJECT TITLE: Coping with stress LEARNING OBJECT TYPE: Lesson OBJECTIVE: After taking this learning object, the student should be able to identify techniques to help deal with work-related stress. LEARNING OBJECT TITLE: Stress generators LEARNING OBJECT TYPE: Lesson OBJECTIVE: After taking this learning object, the student should be able to discuss the factors that can generate stress for the CSA. LEARNING OBJECT TITLE: Time management for the CSA LEARNING OBJECT TYPE: Lesson OBJECTIVE: After taking this learning object, the student should be able to manage time effectively.

About Eno.com | Help | Terms of Use | Site Search | Contact Us | Site Map
Copyright © 1996-2002 E&A Inc. All rights reserved.