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Customer Service Representative Certificate Course
Module 1 | Outcomes and Transformation – How do I get an entry-level CSR job with a nice salary to achieve my life goals.
Lesson 1 | Outcomes and Transformation Overview. (19:40)
Lesson 2 | What will this Course Do for Me? - More Detail (9:31)
Lesson 3 | Who Does this Course Help? Is This For You? (1:59)
Lesson 4 | Here is My Vision for You. (2:50)
Lesson 5 | About Your Coach- Mike Dunn. What Can He Do for Me? (4:43)
Lesson 6 | What Do I Get for My Money? (5:32)
Lesson 7 | How to Take This Course & Leverage the Information on the Job? (4:19)
Lesson 8 | Part 1 - Cost Justification and Why People Buy (10:32)
Lesson 8 | Part 2 - Your Return On Investment % (ROI%). You Are the Example. (7:30)
Lesson 9 | Your Interview and Excelling on Your Job is the Real Exam. (6:28)
Lesson 10 | Bonus Career Tips to Think About While Taking this Course. (2:35)
Module 2 | Why Consider Being a Professional Inbound Customer Service Representative? What Can It Do for Me?
Lesson 1 | Six Reasons to Become a Customer Service Representative (CSR) (10:00)
Lesson 2 | What is a competitive Advantage and How Does It Relate to You and This Course? (4:51)
Lesson 3 | What Is In It For Me (or you) (WIIIFM)? (12:04)
Lesson 4 | Your Certificate (3:17)
Lesson 5 | Your Interview Advantages (4:35)
Lesson 6 | Real-World Training Benefits and Tips (2:42)
Lesson 7 | Your Proven Initiative is a Bigger Deal to Most Employers Than You Realize. (2:26)
Lesson 8 | You Want to Be Viewed as the Least Risk Option to the Interviewer. (2:19)
Lesson 9 | Tips on How You will be More Productive Faster (1:54)
Lesson 10 | Employer Certificate Verification Service Included (3:03)
Module 3 | 10 Steps on How Do I Get a CSR Job. How Much Do CSRs Make? How Many CSR Jobs are There?
Lesson 1 |10 Steps on How I Can Get a CSR Job (6:17)
Lesson 2 | What Does Billy-the-Kid, Robbing Banks, and CSR Jobs Have in Common? And Why is This Important to You? (2:21)
Lesson 3 | Availability of Posted Jobs for CSRs From 2012 to 2020. CSR Job is a Smart Choice. (Charts) (5:43)
Lesson 4 | How Much Do CSRs Make? (4:15)
Lesson 5 | How Can I Use the CSR Job to Get Into a Company, Then Transfer? (1:36)
Lesson 6 | Can I Work From Home or an Office? (2:38)
Lesson 7 | Can I get a CSR job almost anywhere in the world? (1:56)
Lesson 8 | Are Part-Time Jobs Available as CSRs? (2:32)
Module 4 | What is an Inbound Customer Service Representative, and What Do They Do?
Lesson 1 | What is a Customer Service Representative? (2:45)
Lesson 2 | What Types of Customers Service Representatives Are There? (2:46)
Lesson 3 | Business-to-Business (B2B) vs. Business-to-Consumer (B2C) Accounts (1:49)
Lesson 4 | Major B2B Customers vs. Small B2B Customers (3:23)
Lesson 5 | How CSRs Fit into the Organization and Bring Value to Both You and the Company (4:22)
Module 5 | What is the Career Path for a CSR? 8 Steps to Get Promoted & My Dream Job
Lesson 1 | 8 Steps to Upgrade CSR Positions (3:49)
Lesson 2 | Target 9 Next Level Positions for Your Next Promotion. (1:31)
Lesson 3 | 9 Steps on How to Get Your Dream Job (2:09)
Module 6 | Why Do Companies All Over the World WANT to Hire Thousands of CSRs? How Can I Get One of Those Jobs??
Lesson 1 | Outside Sales Costs & How Out-Side Sales Fits Into the Organization (3:17)
Lesson 2 | Inbound CSR Costs & the Impact of COVID (3:19)
Lesson 3 | Language Skills and Cultural Skills in a Call Center (2:30)
Lesson 4 | Exactly What is a Call Center, and What is an ACD System? (3:20)
Lesson 5 | What are Metrics? How to They Affect Me? (3:13)
Lesson 6 | Can Exceeding Your Metrics Lead to Bonuses and Trips? (3:13)
Lesson 7 | What About Artificial Intelligence (AI) and the CSR Title? (3:26)
Module 7 | Business Acumen Part I for CSRs
Lesson 1 | Every Single Interaction is a Sales Situation (2:08)
Lesson 2 | 8 Concepts on How Corporate Decisions are Usually Made (4:10)
Lesson 3 | Control What You Can Control (1:29)
Lesson 4 | How Do You Fit Into the Grand Scheme of the Company? (2:49)
Module 8 | Business Acumen Part II & The Lingo - 20 Key CSR Terms
Business Acumen and Lingo List 1 (7:22)
Business Acumen and Lingo List 2 (7:47)
Business Acumen and Lingo List 3 (11:24)
Module 9 | Reflective Listening. You Will Use this Vital Skill Many Times Every Day on the Job.
Lesson 1 | Reflective Listening (4:26)
Lesson 2 | Reflective Listening – 3 Step Process Business Skill You MUST Know and Practice (4:20)
Lesson 3 | The Redirect (3:15)
Lesson 4 | Table Objections – 7 Steps (2:24)
Lesson 5 | A Condition (2:12)
Module 10 | Business Etiquette for Inbound CSRs to Help Your Career and Save You the Pain of a Mistake.
Lesson 1 | 14 Phone Etiquette Tips (5:35)
Lesson 2 | Etiquette in the Call Center and With Your Peers (3:02)
Lesson 3 | Other Business Interactions and Situations (7:32)
Module 11 | How You Can Become a Subject Matter Expert as Fast as You Can to Speed Up Your Career.
Lesson 1 | How You Can Become a Subject Matter Expert as Fast as You Can to Speed Up Your Career (2:47)
Module 12 | Step-by-Step on How to Ace the Interview Process to Help You Get Hired Faster.
Lesson 1 | Focus on What You Can Control in the Interview Process (7:26)
Lesson 2 | What You Can’t Control – Don’t Worry About These Things (3:40)
Lesson 3 | The Interviewer’s Agenda (4:34)
Lesson 4 | (4) Steps on How to Prepare for a CSR Job Initial Interview (9:57)
Lesson 5 | (3) Steps | Interview Day – What to Say in the Interview (4:35)
Lesson 6 | (2) Steps on How to Follow up (4:37)
Lesson 7 | 20 Possible Interview Questions (13:04)
Module 13 | 29 Do’s and Don’ts Tips When Working for a Corporation to Help Avoid Painful Mistakes.
Module 13 | 29 Do’s and Don’ts Tips When Working for a Corporation to Help Avoid Painful Mistakes (8:30)
Module 14 | How to Manage Your Manager
Lesson 1 | The Responsibilities of a CSR Manager (3:11)
Lesson 2 | How Your Managers Help You (3:27)
Lesson 3 | How to Manage Your Manager (4:35)
Module 15 | Step-By-Step on How to Run a Professional and Effective Business Meeting for More Value.
Lesson 1 | Why is Running a Professional Meeting Important? (2:08)
Lesson 2 | The 6 Steps to Run a Professional Internal Meeting – Overview (1:36)
Lesson 3 | The 6 Steps to Run a Professional Internal Meeting – Step-By-Step (6:15)
Lesson 4 | What to Say to Kick Off or Position Your Meeting (2:15)
Lesson 5 | Final Tips Before Leading Your First Meeting (1:29)
Module 16 | The Exam and Your CSR Certificate!!!
Lesson 1 | End of Course Overview and Thank You (2:19)
Full List of Downloads (print these documents out!!)
Lesson 2 | Exam Tips and Free Stuff (3:40)
The Course Exam
Lesson 10 | Bonus Career Tips to Think About While Taking this Course.
CSR Certificate course outcomes and transformation pdf ver 101520 .pdf
Customer Service Representative Certificate Course Benefits pdf ver 101420.pdf
Complete and Continue