MCC-Business & Technology Campus' Customer Service Representative Course Outline
Computers
- Understanding of fundamental computer usage
- Describe the functions of the basic hardware
- Demonstrate ability to keyboard alphabetic information at a rate of 25 wpm
- Demonstrate ability to numeric keypad information at a rate of 150 kspm
- Describe and demonstrate the ability to use basic word processing skills in Microsoft Word and/or other compatible word processing software
- Demonstrate the ability to use the basic skills of pointing, clicking, sizing, moving, scrolling, and other Window functions
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
Additional Information contact:
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Linda Napton at 816.482.5453 Email: Linda.Napton@mcckc.edu |