Excellence in Customer Service
Course Overview
Excellence in Customer Service is the only broadband-specific customer service training course available today. Applying topics such as account maintenance, effective communication techniques, stress management, sales processes, and service level differentiation to the broadband industry, the course also explores the history of cable TV, technology, and regulatory bodies. Graduates of this course will be uniquely qualified within the cable industry to provide the highest level of broadband-specific customer service.
- Price: $585.00
- Seat time: 20h
- Course number: eb0861_07_JN
- Dynamic language translation available
- Category: Customer Service
The estimated completion time for this course is 20 hours. The maximum allotted time is four months from enrollment.
Course Objectives
explain how cable TV evolved from rural master antenna systems to high-tech broadband networks of today
discuss the roles of regulatory bodies including the FCC, local franchising authorities and other local, state and federal agencies as they pertain to cable TV systems
describe the difference between various video services provided in a cable system
briefly tell how video, data and voice signals are transported between the cable system headend and individual customers
tell how customer accounts are managed to maintain accurate customer information, including billing, services, address information and more
practice effective communication skills, including listening, asking questions, overcoming objections, identifying good telephone answering techniques and more
follow proper sales process to complete a sale
handle a cancellation request in a manner that will promote retention of the customer
manage stress by using effective coping skills, heeding emotional overload warning signs and practicing various relaxation techniques
briefly describe a process for conducting simple technical troubleshooting to resolve a customer problem or provide valuable information for a technician to respond to a service call
discuss the roles of regulatory bodies including the FCC, local franchising authorities and other local, state and federal agencies as they pertain to cable TV systems
describe the difference between various video services provided in a cable system
briefly tell how video, data and voice signals are transported between the cable system headend and individual customers
tell how customer accounts are managed to maintain accurate customer information, including billing, services, address information and more
practice effective communication skills, including listening, asking questions, overcoming objections, identifying good telephone answering techniques and more
follow proper sales process to complete a sale
handle a cancellation request in a manner that will promote retention of the customer
manage stress by using effective coping skills, heeding emotional overload warning signs and practicing various relaxation techniques
briefly describe a process for conducting simple technical troubleshooting to resolve a customer problem or provide valuable information for a technician to respond to a service call
Course Benefits
understand fundamental broadband troubleshooting practices
increase customer satisfaction levels and retention rates
increase customer awareness of revenue-generating services
better determine when a customer call requires a dispatch
more accurately handle customer account information and billing
utilize stress management techniques
earn three hours of college credit
receive credit toward NCTI Customer Care Master Representative certification
receive credit toward NCTI Master Dispatcher certification
receive an industry-recognized NCTI certificate of graduation
increase customer satisfaction levels and retention rates
increase customer awareness of revenue-generating services
better determine when a customer call requires a dispatch
more accurately handle customer account information and billing
utilize stress management techniques
earn three hours of college credit
receive credit toward NCTI Customer Care Master Representative certification
receive credit toward NCTI Master Dispatcher certification
receive an industry-recognized NCTI certificate of graduation
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