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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)
Exam
The Course Exam
Lesson 1 | 14 Phone Etiquette Tips
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