Certified Service Representative (CSR)

Superior customer service is critical to the success of any service organization. This 1-day customer service training course introduces entry-level customer service representatives to the fundamental principles and techniques required to deliver excellent service.  The course also prepares students to achieve customer service certification.

 As the first line of contact with customers, service representatives can influence customer perceptions and ensure their satisfaction and loyalty. In today’s competitive market, businesses must ensure that they are delivering the highest quality customer service.

 In this customer service training course, participants learn the essential skills necessary to deliver excellent customer service through real world exercises and group activities. The course teaches service representatives critical skills in the areas of professionalism, communication, managing the call, managing the customer, managing job stress and other skills such as cross-selling (in the onsite class).  The course ensures that the students can transfer these skills to the job and thereby provides a significant return on the training investment for the organization.

Who Should Attend

  • Newly hired customer service representatives
  • Experienced customer service representatives
  • Call coordinators and service dispatchers

On-Site Classes

One-day instructor-led customer service training classes are offered at your site for up to 15 students per class. Professional, certified instructors with extensive experience in the service industry teach the classes. Prior to the classes, the instructors gather relevant information about your organization that is used to tailor the classes to your specific needs and goals. The course includes role-playing exercises, team exercises, and discussions of concepts that are most relevant when tailored to the experiences of the students.

Online Self-Paced Course

The online customer service training course provides a combination of teaching and interactivity that enables the student to not only learn valuable information, but also to apply that information to real world situations. Upon registration, a student is allowed access for 60 consecutive days to complete the course. Post-class assistance is available to ensure transfer of skills to the job in order to measure return on investment.

SCP Career Certification Exam

This course prepares students to take the customer service certification online exam and become a Certified Service Representative.


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