Certificate in Interviewing Techniques for Customer Service Excellence
-- ViewingNowThe Certificate in Interviewing Techniques for Customer Service Excellence is a comprehensive course designed to enhance your interviewing skills in a customer service setting. This program emphasizes the importance of effective communication, empathy, and problem-solving in customer interactions, providing a solid foundation for career advancement in this field.
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โข Interview Basics: Understanding the Interview Process, Importance of Interviewing in Customer Service, Key Elements of Effective Interviews
โข Questioning Techniques: Open-Ended vs Closed-Ended Questions, Probing Questions, Leading Questions, Reflective Listening, Non-Verbal Communication
โข Preparing for Interviews: Researching the Company, Understanding the Job Role, Preparing for Common Interview Questions, Creating a Professional Image
โข Customer Service Scenarios: Dealing with Angry Customers, Resolving Customer Complaints, Handling Difficult Situations, Upselling and Cross-Selling Techniques
โข Assessing Customer Needs: Active Listening, Empathy, Building Rapport, Identifying Customer Needs and Wants, Providing Appropriate Solutions
โข Legal and Ethical Considerations: Discrimination Laws, Privacy Laws, Ethical Standards in Interviewing, Handling Sensitive Information
โข Feedback and Evaluation: Providing Constructive Feedback, Evaluating Interview Performance, Continuous Improvement Strategies
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