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Call Center Customer Service

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Course Description

When working as a call center agent, it's important to understand how to respond to a variety of customer issues, problems or complaints. The importance of offering customer-centric service is the foundation of your job responsibilities.

In this course, we'll offer students a brief introduction to the responsibilities of a call center agent, whether you work from home, a customer service department, or an independently based call center.  We'll explain some of the basic dos and don'ts of telephone etiquette, how to answer calls, and the impact your own tone and attitude can have on callers. We'll also introduce problem-solving techniques to help you provide quality and excellent services to customers.

Understanding different styles of communication and the importance of active listening skills are vital to your job. As a call center agent, you're likely to deal with a variety of customers, some of them difficult. We'll show you how customer-oriented attitudes and different approaches to customer service can effectively resolve customer complaints.

Additionally, lessons throughout the course will focus on the importance of your knowledge of diversity. For example, your approach to customer service may depend on the caller's culture and age. Along with that comes an understanding of different expectations and approaches to service by members of different generations. We'll offer several call center scenarios and case studies, as well as the latest in customer service and call center technologies.

Students will learn the importance of call center standards and focus on continually changing responsibilities and positions of call center agents. Finally, we'll conclude the course with tips and suggestions for dealing with some of the stress you may encounter in your job.

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  • Self-Paced
  • Instructor Feedback
  • 6 Months to Complete
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  • Start Anytime
  • PC & Mac Compatible
  • Android & iOS Friendly
  • Accredited CEUs
Universal Class is an IACET Accredited Provider

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Course Lessons

Average Lesson Rating: (857 votes)
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"Extraordinarily Helpful"
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Lesson 1: The Importance of Customer Service

Customer service can make or break your business, plain and simple. 10 Total Points
  • Lesson 1 Video
  • Review 2 Articles: 8 Rules for Good Customer Service; 10 Customer Service Tips
  • Take Poll: Call Center
  • Complete: Lesson 1 Assignment
  • Complete Exam: Lesson 1: The Importance of Customer Service

Lesson 2: Telephone Etiquette

Telephone etiquette is the foundation of telephone service in any business, whether you're the CEO or a call center agent. 12 Total Points
  • Lesson 2 Video
  • Review 2 Articles: 20 Telephone Etiquette Tips; Call Center Phone Etiquette
  • Complete: Lesson 2 Assignment
  • Complete Exam: Lesson 2: Telephone Etiquette

Lesson 3: Mastering Communication Skills

Mastering communication skills means dealing and coping with a variety of tasks, customers, and scenarios. This is especially true for those employed by call centers. 10 Total Points
  • Lesson 3 Video
  • Review 2 Articles: Communication Styles; Styles of Communication
  • Complete Exam: Lesson 3: Mastering Communication Skills

Lesson 4: Providing Excellence in Phone Service

By following communication basics, utilizing an assertive communication style, and through active listening, you have the ability to provide excellent, quality services for customers. 12 Total Points
  • Lesson 4 Video
  • Review 2 Articles: 7 Tough Customer Service Questions; Telephone Customer Service
  • Complete: Lesson 4 Assignment
  • Complete Exam: Lesson 4: Providing Excellence in Phone Service

Lesson 5: Dealing With Difficult Customers

Resolving customer complaints is a major portion of the work a call center agent does. In this lesson, we'll offer you basic approaches to these issues. 12 Total Points
  • Lesson 5 Video
  • Review Article: Defusing a Situation
  • Take Poll: Difficult Customers
  • Complete: Lesson 5 Assignment
  • Complete Exam: Lesson 5: Dealing with Difficult Customers

Lesson 6: Dealing With Diversity

Understanding generational and cultural differences between customers helps call center agents deal with different attitudes and expectations, based on their culture. 10 Total Points
  • Lesson 6 Video
  • Review Article: Cultural Diversity
  • Complete Exam: Lesson 6: Dealing with Diversity

Lesson 7: Call Center Scenarios

As a call center agent, you'll deal with a wide variety of customers, complaints, and situations. Some of them are humorous, some far from it. 12 Total Points
  • Lesson 7 Video
  • Review Article: Handling Overcharge Complaints
  • Complete: Lesson 7 Assignment
  • Complete Exam: Lesson 7: Call Center Scenarios

Lesson 8: CRS Technologies

Call center agents may enter a variety of scenarios when it comes to offering call center delivery of services. Today, technologies utilize telephone, Internet, and live chat capabilities. 10 Total Points
  • Lesson 8 Video
  • Review 2 Articles: Live Chat Customer Support; Using Technology for Customer Service
  • Complete Exam: Lesson 8: CRS Technologies

Lesson 9: Setting Call Center Standards

Your ability to do your job - and do it well - depends on the standards set by yourself -- or those that have been set for the call center. 9 Total Points
  • Lesson 9 Video
  • Review 2 Articles: 10 Tips for Customer Service Training; 10 Customer Service Tips
  • Complete Exam: Lesson 9: Setting Call Center Standards

Lesson 10: Managing Your Customer Call Center Service Position

Your ability to manage your customer call center position will give you the tools you need to consistently provide the best in services to your callers and customers. 58 Total Points
  • Lesson 10 Video
  • Review Article: Beating Customer Service Stress
  • Take Poll: Stress
  • Take Survey: Program Evaluation Follow-up Survey (End of Course)
  • Complete: Lesson 10 Assignment
  • Complete Exam: Lesson 10: Managing Your Customer Call Center Service Position
  • Complete: The Final Exam
Total Course Points

Additional Course Information

Online CEU Certificate
  • Document Your Lifelong Learning Achievements
  • Earn an Official Certificate Documenting Course Hours and CEUs
  • Verify Your Certificate with a Unique Serial Number Online
  • View and Share Your Certificate Online or Download/Print as PDF
  • Display Your Certificate on Your Resume and Promote Your Achievements Using Social Media
Document Your CEUs on Your Resume
Course Title: Call Center Customer Service
Course Number: 8900141
Languages: English - United States, Canada and other English speaking countries
Course Type: How To
CEU Value: 0.6 IACET CEUs (Continuing Education Units)
CE Accreditation: Universal Class, Inc. has been accredited as an Authorized Provider by the International Association for Continuing Education and Training (IACET).
Grading Policy: Earn a final grade of 70% or higher to receive an online/downloadable CEU Certification documenting CEUs earned.
Assessment Method: Lesson assignments and review exams
Instructor: UniversalClass Staff Instructor
Syllabus: View Syllabus
Duration: Continuous: Enroll anytime!
Course Fee: $50.00 (no CEU Certification) || with CEU Certification: $75.00

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Learning Outcomes

By successfully completing this course, students will be able to:
  • Describe the importance of customer service.
  • Define telephone etiquette.
  • Demonstrate mastering communication skills.
  • Know providing excellence in phone service.
  • Describe techniques in dealing with difficult customers.
  • Know dealing with diversity issues.
  • Know call center scenarios and CRS technologies
  • Know setting call center standards.
  • Describe ways to effectively manage your customer call center service position, and
  • Demonstrate mastery of lesson content at levels of 70% or higher.

Student Testimonials

  • "I would say everything was helpful, I work in a call center, I wanted to get more information to help me on my job." -- Virginia R.
  • "The instructor was prompt in his grading and offered welcome encouraging assessments." -- Mary Ann K.

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