Universal Class: Over 500 Online Certificate Courses

Call Center Customer Service

no certificate
- OR -
with CEU Certificate*
Start Right Now!
Taking multiple courses? Save with our platinum program.
  • 10
  • 17
    Exams &
  • 6
    average time
  • 0.6
  • 994
    have taken this course

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.

  • Completely Online
  • Self-Paced
  • 6 Months to Complete
  • 24/7 Availability
  • Start Anytime
  • PC & Mac Compatible
  • Android & iOS Friendly
  • Accredited CEUs
Universal Class is an IACET Accredited Provider

Course Lessons

Average Lesson Rating:
4.6 / 5 Stars (Average Rating) 4.6 / 5 Stars (Average Rating) 4.6 / 5 Stars (Average Rating) 4.6 / 5 Stars (Average Rating) 4.6 / 5 Stars (Average Rating)
"Extraordinarily Helpful"
(1,071 votes)

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 Article: 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
  • 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

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.

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 (Self-Paced, Online Class)
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 Instructors
Syllabus: View Syllabus
Duration: Continuous: Enroll anytime!
Course Fee: $50.00 (no CEU Certification) || with Online CEU Certification: $75.00

Choose Your Subscription Plan

Course Only
One Course
No Certificate / No CEUs
for 6 months
Billed once
This course only
Includes certificate X
Includes CEUs X
Self-paced Yes
Instructor support Yes
Time to complete 6 months
No. of courses 1 course
Certificate Course
One Course
Certificate & CEUs
for 6 months
Billed once
This course only
Includes certificate Yes
Includes CEUs Yes
Self-paced Yes
Instructor support Yes
Time to complete 6 months
No. of courses 1 course
Platinum Yearly
Best Value
Certificates & CEUs
per year
You save 50%!
Billed once
Includes all 500+ courses
Includes certificate Yes
Includes CEUs Yes
Self-paced Yes
Instructor support Yes
Time to complete 12 Months
No. of courses 500+
Platinum Monthly
Certificates & CEUs
$59 first month
$29.00 / each consecutive month thereafter
Billed monthly
Includes all 500+ courses
Includes certificate Yes
Includes CEUs Yes
Self-paced Yes
Instructor support Yes
Time to complete Monthly
No. of courses 500+

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.

Related Courses

  • How to Run an Effective Helpdesk
    How to Run an Effective Helpdesk
    A Help Desk is usually not a profit-generating department within a company. It is, for many organizations, a necessary expense, but it can add a significant amount of value to a company in a variety of ways. In order for your Help Desk to add this v...
    0.8 CEUs 8h
  • Customer Relationship Management
    Customer Relationship Management
    Quality in a service or product is not what you put into it. It is what the client or customer gets out of it. (Peter Drucker) We are exposed to customer service (of one kind or another) at least once a day, every day of the week, fifty-two weeks...
    0.9 CEUs 9h
  • Telephone Skills and Quality Customer Service
    Telephone Skills and Quality Customer Service
    Today's consumers have a variety of options for shopping, obtaining services and getting the help they need. They can use catalogs, the mail, the Internet and face-to-face contact, yet telephone customer service is still the first choice for most cu...
    1.2 CEUs 12h
  • Customer Service 101
    Customer Service 101
    Good customer service is not about satisfying the cu stomer, it is about wowing the customer! It's about making the customer walk in, do business, and walk out again absolutely stunned that their transaction was so enjoyable. Customer service is a...
    1.5 CEUs 15h
  • Delegation Skills
    Delegation Skills
    The Art of Delegation Delegation of the very work for which you are both responsible and accountable, that you have spent emotional energy to acquire, and in which you have invested education and experience, is a difficult skill to develop. Letting ...
    0.6 CEUs 6h
  • Leadership and Supervision 101
    Leadership and Supervision 101
    The idea of leadership is one that seems to constantly change. What was once valued in a leader in past centuries, is no longer valued in our modern era. So then, how do we define leadership? And is leadership the same as supervision ? In this Lea...
    0.6 CEUs 6h
  • Motivational and Public Speaking 101
    Motivational and Public Speaking 101
    Public and Motivational speaking is often a cause for anxiety for millions of people, and it need not be. With the proper preparation, knowledge, and mindset, you can become an extremely effective public speaker. Public and motivational speakers ar...
    0.8 CEUs 8h
  • Mastering Conversation Skills
    Mastering Conversation Skills
    This course reviews the fundamental skills that make up each person's ability to communicate effectively in both social and business settings. We begin with an overview of the building blocks of communication, providing a foundation for understandin...
    0.5 CEUs 5h
  • Decision Making Skills
    Decision Making Skills
    The Decision-Making Process The decision-making process is choosing among two or more courses of action for a given situation. Making decisions is a part of everyday life. Some consider it an art, others a proficiency. Decisions may be personal or...
    0.8 CEUs 8h
  • Interview Skills
    Interview Skills
    Preparing for your job interview could very well be one of the most important moments of your career. Landing the perfect job can be a challenge, but with the determination and passion you will need to begin a successful career, you can easily overc...
    0.6 CEUs 6h
  • Communication with Diplomacy and Tact
    Communication with Diplomacy and Tact
    Defined generally as communicating in ways that instill good feelings in others and avoid creating bad feelings , communicating with diplomacy and tact requires specific linguistic and nonlinguistic considerations. This course on Communicating with ...
    0.5 CEUs 5h
  • Management Essentials
    Management Essentials
    Management Essentials is a course that's designed to help new and recently appointed managers better understand their role in leadership. Through this course you will find out exactly what you need to learn about managing teams, as well as whether y...
    0.7 CEUs 7h
  • Time Management 101
    Time Management 101
    Managing time effectively is fundamental to success. It also factors into achieving balance in our lives. Today, we're busier than ever--at work and at home. Having enough time for things that are important, things we want or need to do, or even to ...
    0.7 CEUs 7h
  • Dealing With Difficult People
    Dealing With Difficult People
    Dealing with a difficult or toxic personality can be damaging both emotionally and physically, particularly if the person is your boss or sitting in the cubicle right next to you. Confronting those who compromise your comfort and job security can be...
    0.7 CEUs 7h
  • Business Management
    Business Management
    Introduction to Business Management The world of business management offers an array of career opportunities unparalleled among income earning possibilities. Industries from mining to waste disposal have management-level positions in many compani...
    0.9 CEUs 9h
  • Effective Communication 101
    Effective Communication 101
    Communication influences all factors of your life. From daily interactions with strangers on the street to the way you present yourself in the board room, the way you communicate is a reflection of who you are and the way you establish relationships...
    0.7 CEUs 7h
  • Business Analysis
    Business Analysis
    How can you make a significant difference in your organization? One way is to be part of a project that improves the company's performance or launches it in a new direction. The business analyst (BA) plays a key role in the development and execution...
    1.2 CEUs 12h
  • Listening Skills 101
    Listening Skills 101
    Did you know that there is a difference between hearing and listening? There is! Have you ever been told that you just don't listen? Most people have at some point in their life, so you probably have experienced it as well. But the problem is that g...
    0.7 CEUs 7h
  • Team Management
    Team Management
    Team Management Is -- Designing & Developing a Team Committed to a Common Purpose No man will ever make a great leader who wants to do it all by himself or to get all the credit for doing it. (Andrew Carnegie) 'Managing' used to be just telling...
    1.0 CEUs 10h
  • Managing Your Career
    Managing Your Career
    This course will teach you the processes and strategies involved with successful career management. Whether you're contemplating starting a career, trying to choose a career path, or are looking to make changes or improvements to your career, this c...
    0.6 CEUs 6h
Follow Us Online
  • Follow us on Google Plus Follow us on FaceBook Follow us on Twitter Follow us on YouTube
© Copyright 1999-2018 Universal Class™ All rights reserved.