Customer service representatives are employed by many different types of companies throughout the country to serve as a direct point of contact for customers. They are responsible for ensuring that their company’s customers receive an adequate level of service or help with their questions and concerns. These customers may be individual consumers or other companies, and the nature of their service needs can vary considerably.

This comprehensive program covers all of the skills and procedures that companies value the most. Students will have the opportunity to specialize in different fields such as healthcare, IT, telemarketing, general office, etc. In addition, students will get hands-on training with the Microsoft Office suite, including Word, Excel and Outlook. Also, the inclusion of CompTIA A+ certification, which is the standard certification for any computer specialist, enables students to diversify and increase their marketability.

Communications

• Describe the communications process and model
• Demonstrate the tools needed to effectively communicate
• Demonstrate effective listening skills
• Demonstrate communication clarification skills

Customer Service

• Recognize customer needs and the techniques to provide for those needs
• Describe characteristics of a positive attitude and explain the impact attitude has in delivering quality customer service
• Demonstrate strategies in handling customer complaints effectively
• Apply problem-solving strategies to both face-to-face and telephone customer service situations

Telesales

• Describe preparation on taking and making "sales" calls
• Recognize opportunities to "up sale" customers
• Learn the appropriate techniques to determine a customer's needs and techniques to overcome customer resistance
• Identify how to match a customer's needs with specific product benefits
• Understand how to assume and close the sale

Decision Making

• Understand the relationship between problem solving and knowledge
• Understand the role of the customer service representative has in effectily handling customers' problems
• Demonstrate use of strategies to effectively handle problems that customers present

Customer Information

• Describe the components of the Customer Info
• Able to locate and access customers' accounts Identify important information, and note it on your customer's account
• Able to make appropriate address/phone number changes to customer accounts
• Apply the principles learned to role-plays and real life situations

Telephone Skills

• Define how most call center calls evolve
• Define the different call purposes and how to handle each type
• Demonstrate ability to handle basic customer service functions
• Demonstrate ability to receive incoming calls
• Describe how to properly use the basic phone functions
• Apply technical and soft skills to role play service applications

Team Building

• Describe the definition of a team and its functions
• Describe the different stages of team formation
• Apply key service steps and principles to the team environment
• Describe the importance of teams and the five peak performance measures
• Describe the steps in conflict resolution

Professional Development

• Identify the vehicles for successful job search
• Develop an effective resume
• Create a reference list
• Develop an effective cover letter and thank you letter
• Apply techniques for proper interviewing

Job Readiness

• Define the meaning of work, identify its value, how work affects one's attitude
• Define attitude and how it affects one's interaction with others, especially on the job
• Identify issues outside the workplace that might create barriers to successful employment, and identify problem-solving techniques to overcome them
• Identify behaviors that result in a successful experience in the first ninety-day work period and beyond

Computers

• Understanding of fundamental computer usage (CompTIA A+ Certification)
• Describe the functions of the basic hardware (CompTIA A+ Certification)
• Demonstrate basic office software skills in Microsoft Word, Microsoft Excel and Microsoft PowerPoint (Microsoft Office Specialist Certification)