The Customer Service Representative (CSR)

June 15, 2016
3.5 hours


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It costs a business much more to acquire a new customer than it does to retain an existing one. So it makes sense that a business must do everything it can to support and satisfy existing customers. Handling complaints effectively and efficiently can result in increased customer loyalty. Today’s Customer Service Representatives (CSR) and support centers have a vital role to play in ensuring customers’ needs are addressed in an effective, efficient manner. This course will familiarise the individual with the basic role of the CSR and the environment in which he performs his duties, including typical roles of the CSR in a support environment, basic tasks accomplished by the CSR, the support center and customer’s role in a support environment, how the support center has evolved, and company and support center best practices.

This course helps to prepare learners to work in a customer support center or help desk environment.

Target Audience
Individuals who want to develop or refresh their customer service skills

Lesson Objectives

The Customer Service Representative (CSR)
o recognize the Customer Service Representative’s (CSR) contribution to business
o identify why the Customer Service Representative (CSR) is valued by modern businesses
o apply the skills of the Customer Service Representative (CSR) in a given scenario
o recognize examples of the phases in the CSR call process
o apply the ethical standards expected of a Customer Service Representative in a given scenario
o determine which ethical guidelines have been followed in a given scenario
o recognize the benefits of the support center for the customer and the company
o identify examples of where the support center serves its purpose to the customer
o identify examples of purposes served by the support center for the company
o identify examples of a support center’s responsibilities to the customer
o identify the support center’s responsibilities to the Customer Service Representative
o recognize the different phases of the support center evolution
o apply the CRM methods employed by the support center in a given scenario
o recognize the benefits of adhering to support center policies and best practices
o identify the purpose of organizational policies
o recognize the benefits of adhering to organizational policies
o match topics featured in a support center policy to examples
o determine the support source most suitable in a given scenario

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