Contact Center Representative

Unit 1: Your Role in Service and Support

• The Role of CCR
• The Value of a CCR
• Understanding the Business

Unit 2: Communication Essentials

• Active Listening
• Voice Components
• Effective Word Choices
• Written Communication
• Effective Cross-Cultural Communication

Unit 3: Troubleshooting & Incident Management

• Troubleshooting and Problem-Solving
• The Incident Management Process

Unit 4: Customer Management Skills

• Challenging Customer Behaviors
• Emotional Intelligence
• Expressing Empathy
• Managing Customer Behaviors
• Stress Management

Support professionals from customer service centers, call centers, and support centers who want to refine their communication skills and learn best practices that can help improve customer experiences

• How to assess customer business needs and exceed customer expectations
• Critical thinking skills to resolve incidents quickly and consistently
• Active listening skills and effective communication strategies
• How to identify and defuse challenging customer behavior
• An awareness of the core processes and best practices used in service and support

List Price: Varies

Course Duration: 1 Days

This is a 1 day instructor-led course delivered by ICMI Certified Associates. If you have questions about which course is right for you, an ICMI Account Manager is available to help. Complete the Request Information form to speak with your Account Manager.