Sales & Customer Support

Customer Service

Year Up's Customer Service specialty addresses training requirements in customer service, Customer Relationship Management (CRM) system use, and professional written and verbal communications with practical skills in communication and customer service. Training includes concepts and practical application of customer service constructs such as problem-solving, active listening, de-escalation, and professional communications; use of CRM systems to enter, update, query, and report on customer and sales data and take a customer record through the stages of an engagement cycle; and utilizing Outlook to engage clients, communicate with them, and manage customer interactions.

Industry Training Focus Areas

  • Customer-Based Communications
  • Customer-Facing Presentation
  • Year Up’s Essential Skills Training

Industry Skills Development at a Glance: You'll Learn How To...

  • Communicate effectively and build rapport during customer interactions
  • Respond to challenging customer behaviors with resilience to bounce back and ensure high quality customer experiences
  • Leverage call scripts and common call-handling techniques; understand how to multitask during in-person or call center customer interactions, take effective notes, and perform transactions
  • Problem solve using effective inquiry and research to understand a customer’s needs, motivations, and challenges and translate into possible solutions

Essential Skills Development at a Glance: You'll Learn How To...

  • Communicate professionally in-person and over digital platforms by utilizing strategies, tools, and feedback to adapt to the environment
  • Participate in meetings by contributing to conversation and supporting with planning and follow up actions across a team
  • Navigate challenging situations by regulating reactions to display grit and maintaining a positive composure
  • Utilize common management, editing, and conference tools such as Microsoft Outlook, PowerPoint, and Zoom
  • Gather and analyze data to provide support to and generate ideas for a business
  • Pursue opportunities for professional growth and maintain a well-formed resume

Training at Work: Typical Job Tasks

  • Respond to calls and customer interactions in a professional manner across industries by answering product-related questions and assisting with transactions
  • Locate and communicate solutions for customers, using knowledge management systems, websites, and mobile apps
  • Obtain and maintain accurate and complete customer information and documentation; communicate strategies to drive improvement

Path to a Career: Training-Enabled Role Pathways

  • Loan Products Servicing
  • Insurance Customer Service
  • Claims Support
  • Consumer Fraud Support
  • Patient Services
  • Product Support

Locations Currently Offering This Training Specialty

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