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Topic 1: Training to Correct a CSR Interaction
Based on a negative customer service experience of your own or someone you know you will examine the steps necessary in the process to train CSRs to improve the customer experience that you initially practiced in the Learning Activity (Tab 5-Complete the Activity-Training Steps).
Use a negative customer service experience you have had or someone you know has experienced.
Explain the situation, and define the problem concerning the customer experience using your CSR Tool Belt.
Create CSR training steps to retrain the CSR(s) from the negative experience you shared, using your CSR Tool Belt. Explain how you would ensure the training was beneficial.
Respond per the Syllabus guidelines.
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