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 Introduction To Customer Service and Call Centeer Basics

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cfleischmann
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PostSubject: Introduction To Customer Service and Call Centeer Basics   Sun Apr 23, 2017 9:05 am

Welcome students!

This course on Customer Service and Call Center Basics is designed to help you improve your customer service skills both inside and outside of the call center. While this course has the words "call center" in its name, we won't be getting into anything technical like CRM databases, AHT, metrics, or anything like that. we wll however be giving you an idea of some basic customer service skills and concepts that came from my job's training. I've been given permission by my job to offer this course as an outreach in the hopes that it will help others.


What you'll be learning:

1. Introduction to CARE
2. Problem Resolution Using LAST and LATTE frameworks
3. Six Core Service Behaviors
4. Handling Abusive/Threatening Customers
5. A word about Customers With Special Needs
6. A touch of Expectation
7. Other odds and Ends

Logically this class can take as many students as are willing to participate since this thread will be archived; but I'm going to officially start teaching once I see 5-10 people who are wanting to take the class. If I begin teaching it's best to get caught up early on in the course or read through the entire thread if we're already past point 3 on the above list.

To join the class, please reply to the topic with the following:
1. your name
2. why you want to take this class
3. your preferred pronouns if you feel comfortable providing that information.

About Me: My name is Carly Grace, I've been doing customer service work for the last 10 years in the same volunteer call center. Customer Service runs in my family since my aunt worked in a call center for 2 years. I get to do a lot at my job including taking customer support calls, doing training with new and existing employees, and working on our many websites. I hope that by teaching you this class you get a lot from it and you learn something new.

What You'll need to succeed:
1. a willingness to learn and ask questions about concepts
2. an eye for new ideas, if you like an idea resented in this class, please feel free to chime in if you can improve upon it.
3. about 5-30 minutes for some of the exercises I'll be including.

that's it! hope to see you soon in the class:
Carly
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