Delivery: Online | College Credit: 3 Credit Hours | Est. Length: 20 Seat Hours | Price: $560.00
Course Overview
The NCTI Excellence in Customer Service course is the premier training standard for contact center professionals in the telecommunications industry. Unlike generic service training, this course is built specifically for the complexities of broadband.
Representatives will gain a holistic understanding of the product they support—from the history of Cable TV and FCC regulations to the technical flow of signals from the headend to the home. This context empowers staff to handle billing inquiries, manage high-stress interactions, and perform basic technical troubleshooting to determine if a truck roll is truly necessary.
Who Should Attend:
- Customer Care Representatives (CSRs)
- Billing Specialists
- Retention Agents
- Dispatchers
What You Will Learn
Upon completion, students will be uniquely qualified to increase satisfaction scores (CSAT), retain at-risk customers, and identify upsell opportunities.
Core Competencies:
- Industry Context: Explain the evolution from rural master antennas to modern broadband networks, including the role of the FCC and local franchising authorities.
- Account Management: Master the lifecycle of a customer account—from entering orders and explaining complex bills to handling delinquent payments and refunds.
- Communication Mastery: Visualize the communication model to overcome listening obstacles, use professional voice quality, and ask effective questions.
- Sales & Retention: Follow a structured sales process to match services to customer interests and use the “Stop, Look, and Listen” technique to save cancellations.
- Stress Management: Practice relaxation techniques and recognize emotional overload warning signs to prevent burnout.
- Troubleshooting: Execute a simple technical triage process to resolve issues over the phone or gather precise data for field technicians.
Certification and Benefits
Earn College Credit & Certification
This course offers significant professional development value, providing 3 hours of college credit upon successful completion.
Additional Benefits:
- Reduce Expenses: Learn to solve problems on the first call, reducing unnecessary field dispatches.
- Certification Pathways: Credits apply toward NCTI Customer Care Master Representative and Master Dispatcher certifications.
- Industry Recognition: Receive the NCTI Certificate of Graduation.
Course Outline
Module 1: History and Regulation
- Evolution of broadband cable and signal reception.
- Understanding Federal (FCC), State, and Local regulations.
Module 2: Services and System Operation
- Defining Basic, Expanded, Premium, and Digital services.
- How the System Works: Signal sources, the headend, and signal distribution.
Module 3: Managing Accounts and Data
- Billing processes, refunds, and collections.
- Batching payments and reconciling cash drawers.
Module 4: Communication and Sales
- Overcoming communication obstacles and dangerous phrases.
- The Sales Process: Building a presentation, identifying buying signs, and closing.
Module 5: Retention and Stress Management
- Handling cancellations and irate customers.
- Coping skills and preventing Work-Related Musculoskeletal Disorders (WMSDs).
Module 6: Troubleshooting Fundamentals
- Defining types of technical problems.
- Identifying when to dispatch vs. resolve remotely.