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Trainer Name

Keith Gibson

Skill Area

Public Relations, Customer Service or Communications

Reviews

5.0 (11 Rating)

Course Requirements

Anyone who works under customer service-related departments

Course Description

There are a growing number of exciting, well-paying jobs in today’s tech industry that do not require a traditional college degree, an one of the hottest areas with high demand is in IT customer service and support. Customer Service is a perfect entry point to start your career in IT, with a multitude of job openings ranging from onsite or remote help desk work to customer care or client support. Hone your communication skills by enrolling in this course now!

Course Outcomes

At the end of this course, you will be able to develop a better understanding of process control and its importance in the customer service industry.

Course Curriculum

1 What are SLAs and how do they benefit the service industry?


2 How do I effectively manage my time?


3 What are service standards?


4 What information should be documented?


5 What are call flow standards?


6 Why is it important to follow up with customers?


7 What Are Ticketing Systems and What Are their Benefits?


8 What are some shortcut techniques agents can use to provide faster service?


9 Why are typing skills important in Customer Service?


10 How can ServiceNow or ITSM tools help agents manage their ticket queue?


11 What can I do to enhance my verbal communication skills?


12 What terms are specific to processes and methodologies used in customer service?


13 What is the KCS methodology?


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Establishing Process Control for the Customer Service Specialist

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