Resources :: Training & Development

Members of George Mason University can use a free online training resource called Skillport. The following customer service related courses are available from Skillport:

• Fundamentals of Exceptional Customer Service (ID: CUST0102)
  Learn how to develop service standards and track their effectiveness. Gain new insights and strategies from the corporate masters of customer service. Explore the value of building relationships with customers.
  Length: 3.5 Hours
• Excellence in Internal Customer Service
  (ID: CUST0141)
  Organizations consist of an independent chain of individuals and functional units, each taking inputs from one another and turning them out into external customer service. If everyone within the organization works to provide their "internal" customers with better service, then the end customers will receive a much higher quality service in the long run.
  Length: 5.0 Hours
• Customers, Conflict, and Confrontation (ID: CUST0105)
  This course will give you the perspective to effectively cope with customer conflict, and sount methods to deal with all types of potentially confrontational situaions.
  Length: 5.5 Hours
• Instilling Service Excellence: the EXCEL Acronym (ID: CUST0107)
  Since the goal is customer service excellence, this course uses the word E-X-C-E-L as an acronym for five important behaviors that impact the service mindset. These guidelines will instill a customer service mentality, and a spirit of commitment to service far beyond the workplace norm. Length: 7.5 Hours
• The Customer Service Agent in Action (ID: CUST0151)
  This course is designed to help CSAs understand their essential functions as well as the context and importance of their work. Length: 4.5 Hours
• Professional Skills for Customer Service Agents (ID: CUST0152)
  You will learn skills that help CSAs to efficiently and respectfully gather customer information and, where appropriate, take action to place a customer on hold without offending the customer or losing the call. Length: 4.5 Hours
• Managing Challenges in Customer Service (ID: CUST0153)
  This course helps CSAs to manage these challenges successfully. It teaches CSAs effective techniques for handling aggressive callers, such as controlling, outraged, and threatening customers. It also teaches CSAs practical methods of managing nonaggressive but nonetheless difficult callers, such as customers who demand excessive amounts of call time and customers who are either technical experts or technical novices. Length: 5.0 Hours