Customer Sales and Service Representative (CSSR)

MSB103 / 450 Hours / 12 Months / Self-Paced / Materials Included

Course Overview:

Sales is arguably the most important function in any business, yet it's one of the most difficult areas to master and manage successfully. There are several common questions people ask about sales. What is the difference between sales and marketing? Why do consumers and organizations buy, and what drives their purchase decisions? What are the key competencies required for effective sales? This course highlights the important role that the sales function plays and describes how marketing and sales relate to each other. It outlines the roles and responsibilities of the Sales Department, what makes for effective sales, and the trends affecting sales today. The course also provides insight into the importance of the sales cycle and how it affects sales planning and business development.

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 familiarize 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 customers role in a support environment, how the support center has evolved, and company and support center best practices. This course prepares individuals interested in the CSR certification, which is targeted at individuals wishing to qualify for work in a customer support center or help desk environment.

Course Outline:

Sales Foundations
Sales Negotiations      
Solution Selling          
Strategic Account Sales Skills
Sales Management      
Essential Selling Skills           
Frontline Call Center Skills     
Inbound Call Center Management       
ITIL® 2011 Edition Foundation Syllabus         
ITIL® 2011 Edition Overview   
ITIL® 2011 Edition Intermediate Level: Operational Support & Analysis (OSA)
Customer Service Representative, Professionalism     
Customer Service Representative, Skills         
Customer Service Representative, Process     
Customer Service Fundamentals         
Customer Focus          
Customer Advocacy    

Certifications:

This course prepares students to take the HDI Customer Service Representative certification exam.  The price of the course includes the price of the certification exam.


System Requirements:

Internet Connectivity Requirements:
  • Cable and DSL internet connections are recommended.

Hardware Requirements:
  • Minimum Pentium 400 Mhz CPU or G3 Macintosh. 1 GHz or greater CPU recommended.
  • 256MB RAM minimum. 1 GB RAM recommended.
  • 800x600 video resolution minimum. 1025x768 recommended.
  • Speakers/Headphones to listen to Dialogue steaming audio sessions.
  • A microphone to speak in Dialogue streaming audio sessions.
Operating System Requirements:
  • Windows Vista, 7, 8, 8.1, 9, 10
  • Mac OSX 10 or higher.
  • OpenSUSE Linux 9.2 or higher.
Web Browser Requirements:
  • Google Chrome is recommended.
  • Firefox 13.x or greater.
  • Internet Explorer 6.x or greater.
  • Safari 3.2.2 or greater.
Software Requirements:
  • Adobe Flash Player 6 or greater.
  • Oracle Java 7 or greater.
  • Adobe Reader 7 or greater.
Web Browser Settings:
  • Accept Cookies
  • Disable Pop-up Blocker.


**Outlines are subject to change, as courses and materials are updated.**