Course Overview
Working at a customer support center or help desk environment can be challenging. Customers can sometimes be demanding and unreasonable, leading to conflict and stress. The customer service representative (CSR) who aims for service excellence can improve customer relationships by understanding the emotional needs of each customer and adapting to how they communicate. In this course, you'll learn how to identify and resolve conflict, negotiate with customers, and develop strategies to better manage time and stress, and you'll explore how a positive approach and attitude can benefit client service (CS).
Duration
5 Days
Who Should Attend?
- Customer service representatives
- Frontline staff
- Call center agents
- Customer success professionals
- Anyone involved in customer interaction and dealing with stressful situations
Course Objectives:
By the end of this course, participants will:
- Identify and manage their own stress levels
- Understand the causes of conflict in customer service
- Apply effective conflict resolution strategies
- Prioritize tasks and manage time efficiently
- Build resilience and maintain a positive mindset
Course Outline:
Module 1: Understanding Stress and Its Impact
- Defining stress and its physical and emotional effects
- Common stressors in customer service
- Recognizing signs of stress in oneself and others
Module 2: Managing Stress and Building Resilience
- Stress management techniques (e.g., relaxation exercises, mindfulness, time management)
- Building resilience and coping skills
- Self-care and work-life balance
Module 3: Conflict Resolution Strategies
- Identifying the root causes of conflict
- Active listening and empathetic communication
- Negotiation and compromise
- Dealing with difficult customers and challenging situations
Module 4: Time Management and Prioritization
- Time management techniques (e.g., time blocking, prioritization matrices)
- Setting realistic goals and deadlines
- Avoiding procrastination and distractions
- Managing interruptions and multitasking
Module 5: Maintaining a Positive Mindset
- Positive thinking and affirmations
- Gratitude and mindfulness practices
- Building a support network
- Overcoming negativity and burnout
