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365 dages online kursus

Online kursus: Customer Service Collection

Få adgang til en omfattende kollektion af værktøjer til at arbejde med kundeservice fra front-desk og call center kundeservice til ITIL® Foundation og ITIL® Intermediate. Kurset er på engelsk og foregår online, når det passer dig. Du har adgang til online kurset i 365 dage.

online kurserA comprehensive Customer Service Collection

This Customer Service Collection will enable you to learn the various aspects and methodologies within customer service so you will be able to manage customer service related to areas of responsibility within the organization. The collection also addresses the use of service management as a practice for IT companies with the ITIL® Foundation and ITIL® Intermediate (Operational Support & Analysis).

Video

 

Target audience

Customer service and call center representatives, supervisors, managers who want to develop or refresh their customer service skills. Information technology professionals who seek to improve and streamline the processes used to support the deployment of information technology within a business organization and individuals preparing for the ITIL® Foundation exam

Benefits

  • Recognize the benefits of being customer-focused and able to connect with your customers
  • Master ITIL® Foundation and ITIL® Intermediate (Operational Support & Analysis) to help organizations achieve their goals and increase external and internal customer satisfaction
  • Learn the fundamentals of Customer Service and Customer Advocacy
  • Cover best practices within Customer Service Process, Customer Service Communication and Customer Service Professionalism
  • Gain comprehensive knowledge of the call-center cycle and processes within front-desks

Collection content

The Customer Service Collection provides access to several courses designed by experienced subject matter experts and course designers. For informal learning and performance support, the Customer Service Collection includes the searchable full text of books from leading publishers and access to videos.

Frontline Call Center Skills
  • The Importance of Call Tracking and Ticketing
  • Creating an Effective On-hold Message
  • Aligning Agent Behaviors with Caller Types
Inbound Call Center Management
  • Converting a Call Center to a Profit Center
  • Managing Your Call Center More Efficiently
  • Customer Service Training - The Interview and Beyond
  • Disaster Recovery - Keeping the Lines Open
  • Preventing Agent Absenteeism through Better Working Conditions
  • Prioritizing Rewards and Recognition in Call Centers
ITIL® 2011 Edition Foundation Syllabus
  • ITIL® and the Service Lifecycle
  • Service Strategy Fundamentals
  • Service Strategy Processes
  • Service Design Fundamentals
  • Service Design Processes
  • Service Transition Processes and Policies
  • Introduction to Service Operation
  • Service Operation Processes
  • Continual Service Improvement
ITIL® 2011 Edition Overview
  • Creating a Service Culture
  • Introduction to the ITIL® Framework
  • Certification and Benefits
ITIL® 2011 Edition Intermediate Level: Operational Support & Analysis (OSA)
  • Introduction to Operational Support and Analysis
  • Introduction to Event Management
  • Introduction to Incident Management
  • Incident Management Interactions
  • Introduction to Request Fulfillment
  • Request Fulfillment Process Interfaces and Challenges
  • Introduction to Problem Management
  • Problem Management Process Interfaces and Challenges
  • Introduction to Access Management
  • Introduction to the Service Desk
Customer Service Representative, Professionalism
  • The Customer Service Representative (CSR)
  • Support Center Services and Work Environment
  • Team and Customer Relationships
Customer Service Representative, Skills
  • Customer Interactions
  • Communication Skills
  • Conflict, Stress, and Time Management
Customer Service Representative, Process
  • Customer Service Processes and Procedures
  • Quality in a Support Center
  • Support Center Tools, Technologies and Metrics
  • Dealing with Irrational Customers and Escalating Complaints
Customer Service Fundamentals
  • Customer Service Fundamentals: Building Rapport in Customer Relationships
  • Customer Service in the Field
  • Customer Service over the Phone
  • Internal Customer Service
  • Customer Service Confrontation and Conflict
  • Shaping the Direction of Customer Service in Your Organization
  • Aligning Performance to Key Indicators
  • The Angry Caller: What's Your Plan?
Customer Focus
  • Identifying and Managing Customer Expectations
  • Creating and Sustaining a Customer-focused Organization
  • Customer-focused Interaction
  • Listening to Your Customers
  • Creating a Customer-focused Organization
  • Developing Your Customer Focus
Customer Advocacy
  • Communicating to Build Trusting Customer Relationships
  • Enhancing the Customer Experience
  • Supporting Customer Advocacy

Tidsforbrug

Kursuskollektionen består af 62 kurser, hvor hvert kursus gennemsnitsligt varer en time. Hele kursuskollektionen kan således gennemføres på ca. 62 timer.

Form

Denne online kursuskollektion består af flere forskellige kurser, som du ved tilmelding har adgang til i 365 dage. Hvert enkelt kursus er opdelt i flere kursusmoduler, som du via en oversigtsmenu kan tage i den rækkefølge, du ønsker. Modulerne indeholder lyd, billeder og tekst, der gennemgår kursusindholdet. Nogle moduler indeholder små videofilm med scenarier og cases. Ved hvert kursus har du mulighed for at teste din forståelse af indholdet med tests, som du kan tage både før, under og efter kurset. Du gennemfører kursusmodulerne via din computer eller tablet med lyd og adgang til Internettet. Du kan selv styre, hvornår du vil tage modulerne – og de kan sættes på pause undervejs. Der bliver indsat bogmærker, der hvor du er nået til, så du altid har mulighed for at fortsætte, hvor du sidst kom til.

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