Customer Service

Solutions for Customer Service Training

Customer Service Representatives are the face of the company to its customers – making sure they represent the company well is mission-critical. To handle customer inquiries, representatives need to understand and apply policy and procedures, often while working with one or more computer systems, all while delivering outstanding customer service. Cedar prepares customer service representatives to integrate these skills by placing them in realistic customer situations where they practice using systems (typically simulated) to find the relevant procedure or policy information needed. They also have opportunities to practice good customer service, and see the impact their responses have on the customer and how satisfied the customer is with the interaction, Cedar has developed customer service training for a variety of organizations – including non-profit, governmental, and financial services organizations.

Contact Center online training and Learning Management System
Alzheimer’s Association
Design and development of 8 hours blended online, self-instruction and facilitated learning for new contact center representatives, to help callers with Alzheimer’s related issues. Included design and development of custom LMS. Instrumental in successful rollout of Contact Center to national organization and 80 chapters nationwide over a period of three years.

Client Service Representative Training
Social Security Administration
Blended learning training program for SSA personnel using case-based Performance Centered Learning approach. Included including virtual meetings, self-study, video on demand, and online guided simulations and custom learning management system. Program designed for 508 compliance, and resulted in significant increase in speed to proficiency.

Online Insurance Customer Service Training
Bluecross Blueshield of Illinois
Case-based training for customer service representatives handling benefit calls from insurance clients. Online training course used Performance Centered Learning to let users learn software, procedures, and telephone skills simultaneously and in situational context.

Simulation-based Certification Testing
United Airlines
Online cased-based assessments to test Customer Service Representatives in handling and logging customer complaints, using company process and custom data management system. Included realistic scenario development, system simulations, learning management system communications.

“System Excellence” Customer Service Training
Provena Health
Online training course, illustrative style with case-based reasoning exercises.

Customer Service Training
 
When a customer calls an organization for assistance, it represents an important point of contact with that customer. The customer’s experience is affected directly by the quality and training of the Customer Service representative with whom they speak…
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