Front-line customer service representatives interact with customers every day. Do you have the skills to create first-rate customer experiences? In this skills-building and certification course, you will be introduced to the skills and techniques required to provide outstanding customer service and support. You will focus on call handling best practices, communication and listening techniques, conflict negotiation, and responses to difficult customer behaviors, and you will gain documentation, problem solving, and troubleshooting skills.


  • How to assess customer business needs and exceed customer expectations
  • Critical thinking skills to resolve incidents quickly and consistently
  • Active listening skills and effective communication strategies
  • How to identify and defuse challenging customer behavior
  • Core processes and best practices used in service and support


  • Your Role in the Support Center
  • Communication Skills
  • Problem-Solving and Troubleshooting Skills
  • Maximizing Effectiveness

Global Knowledge is the worldwide leader in IT and business skills training. They deliver via training centers, private facilities, and the Internet, enabling their customers to choose when, where, and how they want to receive training programs and learning services.

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