Effective communication is essential to the success of any customer-oriented business. Each customer will have their own style of communication as well as an emotional response to contacting a support center. In order to communicate effectively, the customer service representative (CSR) must understand how to adapt to these different styles and emotions before the customer's problems can be dealt with. This course explains how to adapt to the different communication types and identify the common emotions that customers experience when contacting the support center. It also explains how to adapt your writing skills to communicate through e-mail and to document incidents.
Communication Skills for CSRs
distinguish between techniques for meeting a customer's psychological and business needs
match techniques for understanding customers' emotions with their descriptions
identify the strategies used to build rapport with customers
identify the strategies for adapting to a customer's competency level
recognize how to relate to the different communication styles
sequence the stages of the call-flow process
recognize best practices for writing professional e-mails and reports
apply effective communication skills when dealing with customers
The materials within this course focus on the Knowledge Skills and Abilities (KSAs) identified within the Specialty Areas listed below. Click to view Specialty Area details within the interactive National Cybersecurity Workforce Framework.