Customer Service Representative CSRPRO

Program Description: 

This program prepares individuals to assist customers with inquiries and problems in frontline call centers, help desks, teleservice centers, and online support centers. Anyone who deals with customers could benefit from the skills they will learn in this program.  The program includes instruction in user interaction with customers, improving the professional’s soft skills to effectively handle a wide variety of customer requirements. The professional will enhance their ability to solve problems, handle difficult customers and make sales while supporting their customer.  This program trains the student in skills they will use throughout their professional career and in their personal life. 

The following courses comprise this program: 

Customer Service Representative and Support Center Agent (Certification) This course focuses on call handling best practices, communication and listening techniques, documentation, problem-solving, and troubleshooting skills, conflict negotiation, and responses to difficult customer behaviors. 
Structured Problem Solving (Certification) This course focuses on the value of a structured, consistent problem-solving process. Learn to harness your natural problem-solving skills and successfully apply them during applicable and energizing activities. During this two-day course, course participants will participate in a continuous workshop scenario intended to engage and embed each learning concept. 
Handling Difficult Customers Customer escalations are often caused by agent behavior, the customer not liking the answer, or the customer not wanting to wait for the agent to research or talk with a supervisor. This course addresses these three categories with tips and suggestions for avoiding the escalation, as well as avoiding word choices that cause escalations, and how to handle the person who wants to escalate right after the greeting. 
Customer Management Basics Customer Management is perhaps the most crucial skill for a contact center agent to understand and develop. This course is designed to teach agents the fundamentals of effective customer management, asking questions, active listening, building rapport, vocal tone, and empathy. 
Sales Skills Essentials This course is designed to help contact center agents develop sales skills and understand the role they can play in generating revenue for the organization. 
  

Career Opportunities: 

After completion of this course, students will be prepared to work in the following occupations: Customer Service Representatives, help desk support, call center support, bill and account collectors, hotel/motel/resort desk clerks, receptionists and information clerks.   

Program Outline  Clock Hours 
Sub # Subject Title Lec Lab Ext Total 
CSR001 Customer Service Representative and Support Center Agent 16 12 28 
CSR002 Structured Problem Solving  16 12 28 
CSR003  Handling Difficult Customers 
CSR004 Customer Management Basics 
CSR005 Sales Skills Essentials 
 TOTALS 44 36 0 80 

Certificates Awarded: 

Customer Service Representative (HDI-CSR) 
 
  

Tuition and Fees: 

In order to graduate, the student must complete the required hours for the course. 

Tuition $5,500.00 
Book, Exams & Supplies $345.00 
  
Total $5,845.00 

Customer Service Representative 

Subject Description (Lec/Lab/Ext/Total) 

CSR001Customer Service Representative and Support Center Agent 

16/12/00/28 – Prerequisites: Extellent PDC Admissions Requirements 

This course focuses on call handling best practices, communication and listening techniques, documentation, problem-solving, and troubleshooting skills, conflict negotiation, and responses to difficult customer behaviors. 

CSR002Structured Problem Solving 

16/12/00/28 – Prerequisites: Project team experience or Technical or Business training 

This course focuses on the value of a structured, consistent problem-solving process. Learn to harness your natural problem-solving skills and successfully apply them during applicable and energizing activities. During this two-day course, course participants will participate in a continuous workshop scenario intended to engage and embed each learning concept. 

CSR003 – Handling Difficult Customers 

04/4/00/08 – Prerequisites: Business Analysis Essentials 

Customer escalations are often caused by agent behavior, the customer not liking the answer, or the customer not wanting to wait for the agent to research or talk with a supervisor. This course addresses these three categories with tips and suggestions for avoiding the escalation, as well as avoiding word choices that cause escalations, and how to handle the person who wants to escalate right after the greeting. 

CSR004 – Customer Management Basics 

04/4/00/08 – Prerequisites: Business Analysis Essentials 

Customer Management is perhaps the most crucial skill for a contact center agent to understand and develop. This course is designed to teach agents the fundamentals of effective customer management -asking questions, active listening, building rapport, vocal tone, and empathy. 

CSR005 – Sales Skills Essentials 

04/4/00/08 – Prerequisites: Business Analysis Essentials 

This course is designed to help contact center agents develop sales skills and understand the role they can play in generating revenue for the organization. 

FAIRFAX, VA

3701 Pender Drive
Suite 320
Fairfax, VA 22030
Tel. 703-364-5700

AUSTIN & SAN ANTONIO, TX

314 E. Highland Mall Blvd, Suite 114
Austin, Texas 78752
Tel. 512-346-8110

Renaissance Plaza Office Building
70 NE Loop 410, Suite 700
San Antonio, TX 78216
Tel. 210-366-0013

NAICS CODES:

484110, 484220, 517919, 518210, 541330, 541370, 541430, 541511, 541512, 541513, 541519, 541611, 541613, 541618, 541690, 541715, 541720, 541820, 541910, 541990, 561110, 561210, 561312, 561410, 561621, 561431, 561611, 561612, 561621, 561920, 611420, 611430, 611519, 611691, 611699, 611710, 811213, 928110

COMPANY INFO:

• Service Disabled Veteran-Owned Business (SDVOB)
• IDIQ and BPA Experience
• Experienced Prime and Sub Contractor
• DUNS: 610974201
• CAGE: 48H78

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