Frontline Customer Service Representative Training (OnDemand)

By purchasing this course, you will also receive a free yearly membership with the American Management Association, which will give you access to their entire on-demand library. The library consists of over 100 high-quality professional lessons, including analytical skills, AI, management and leadership, presentation skills, and much more.

Customer service professionals who engage with customers throughout their workday require specific skills and attitudes to deliver excellence consistently. Leverage these specialized resources to cultivate the knowledge and mindset necessary for developing emotional intelligence and fostering a strong sense of personal power and self-determination. These are essential components of outstanding customer service delivery. Thoughtfully curated materials emphasize collaborative problem-solving strategies and techniques for working effectively alongside colleagues to exceed customer expectations.

300 Minutes of Content | 8 Comprehensive Lessons | 0.5 CEUs | 5 PMUs

This On-Demand Course Includes the Following Lessons:

• Becoming a Trusted Advisor
  • Discover how to transcend your role as a customer-facing representative by acquiring tips and strategies that position you as your clients' valued, trusted advisor.
• Applying Mindful Behaviors in the Workplace
  • Learn practical mindfulness techniques to diminish reactivity and address workplace stress more effectively.
• Understanding and Implementing Your Locus of Control at Work
  • Develop an internal locus of control to reframe negative thinking patterns and establish effective coping mechanisms for emotionally demanding situations.
• Conflict Management Strategies for Situational Challenges
  • Learn to define conflict and gain practical strategies for effectively managing conflicts that arise within organizational settings.
• Strengthening Your Performance as a R.E.A.L Team Player
  • Cultivate characteristics including the capacity to accept responsibility, demonstrate accountability, and maintain enthusiasm for continuous learning and improvement.
• Effective Problem-Solving and Advanced Decision-Making Tools
  • Learn about different decision types, distinguish between problems and decisions, and discover three powerful tools for making better decisions in your role.
• Managing Your Emotional Response While Under Workplace Stress
  • Develop capabilities to maintain control of your emotions in professional settings, regardless of the circumstances or challenges you face.
• Transforming Every Employee into a Customer Experience Champion
  • Gain valuable insights for empowering all team members in your organization to exceed customer expectations through enhanced customer connection, responsiveness to needs, and empathetic problem-solving.