Online Class: Call Center Customer Service
-
10Lessons
-
17Exams &
Assignments -
2,071Students
have taken this course -
6Hours
average time -
0.6CEUs
Course Description
Cultivating a Customer-Centric Approach
Navigating the dynamic world of a call center requires more than just a headset – it demands impeccable communication skills, the art of active listening, and the ability to address diverse customer needs adeptly. Are you ready to elevate your skills to offer unparalleled customer experiences?
Welcome to our comprehensive course designed to transform you into a call center connoisseur. Whether you're working remotely, in a bustling customer service hub, or within a specialized call center, this course meticulously covers every facet of the role. From the nuances of telephone etiquette to mastering the tonality that can turn around challenging calls, we illuminate the secrets behind every successful interaction.
Dive deep into the art of problem-solving, learning techniques that not only address issues but also enhance customer loyalty. Every caller is unique, bringing with them their individual challenges, cultural backgrounds, and generational expectations. Our course equips you to seamlessly adapt to diverse communication styles, ensuring that every caller feels valued and understood.
In today's globalized world, an appreciation for cultural and generational diversity is paramount. Our modules delve into the multifaceted nature of customer interactions, offering insights on tailoring your approach based on varying backgrounds and expectations. Immerse yourself in real-world scenarios and case studies, complemented by insights into cutting-edge customer service tools and call center technologies.
Stay updated with the evolving landscape of call center operations, learning about emerging standards and the ever-adaptive roles of agents. As we wrap up, we shine a light on self-care, equipping you with strategies to manage the stressors that come with the territory, ensuring you remain at your best, call after call.
Embark on this journey with us and unlock the potential to become not just a call center agent, but a beacon of customer-centric excellence. Let's redefine service, one call at a time!
Course Lessons
Lesson 1: The Importance of Customer Service
Customer service can make or break your business, plain and simple.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.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.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.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.Lesson 6: Mastering Customer Service Across Generations and Cultures
Understanding generational and cultural differences between customers helps call center agents deal with different attitudes and expectations, based on their culture.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.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.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.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.
Learning Outcomes
- Describe the importance of customer service.
- Define telephone etiquette.
- Demonstrate mastering communication skills.
- Summarize providing excellence in phone service.
- Describe techniques in dealing with difficult customers.
- Summarize dealing with diversity issues.
- Summarize call center scenarios and CRS technologies
- Summarize setting call center standards.
- Describe ways to effectively manage your customer call center service position.
- Demonstrate mastery of lesson content at levels of 70% or higher.
Additional Course Information
- 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
Student Testimonials
- "I believe the topics covered over the lessons presented excellent topics that are essential for future Call Center Customer Service Agents. I especially found the information on the following lessons excellent: Dealing With Difficult Customers, Dealing With Diversity, and 'Setting Call Center Standards'. Thank you." -- Amanda H.
- "I have to give this class and the instructor five plus stars. It was a great learning tool and the instructor was very informative and encouraging." -- Rachel R.
- "It was a great course that I enjoyed, and the instructor was very quick in responding with grades and comments for tests/exams that were submitted." -- Patricia M.
- "I really enjoyed this class I learned a lot of valuable information. Thank you." -- Kimico B.
- "The instructor was very timely, kind and very motivating." -- Maria C.
- "I really enjoyed the experience!" -- Denise J.
- "Thoroughly enjoyed the experience. Thank you." -- Michelle A.
- "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
- 7 hours 0.7 CEUs Leadership Skills for Managers + More Info
- 5 hours 0.5 CEUs Team Building 101 + More Info
- 5 hours 0.5 CEUs Communicating with Diplomacy and Tact + More Info
- 8 hours 0.8 CEUs Motivational and Public Speaking 101 + More Info
- 7 hours 0.7 CEUs Organizational Behavior in Business + More Info
- 6 hours 0.6 CEUs Sustainable Development for Business + More Info
- 7 hours 0.7 CEUs Lean Management + More Info
- 5 hours 0.5 CEUs Listening Skills + More Info
- 9 hours 0.9 CEUs Business Management + More Info
- 6 hours 0.6 CEUs Goal Setting for Business + More Info
- 5 hours 0.5 CEUs Mastering Conversation Skills + More Info
- 6 hours 0.6 CEUs Management Essentials + More Info
- 8 hours 0.8 CEUs Strategic Planning + More Info
- 6 hours 0.6 CEUs Interview Skills + More Info
- 6 hours 0.6 CEUs Leadership and Supervision 101 + More Info
- 7 hours 0.7 CEUs Management Consultant 101 + More Info
- 7 hours 0.7 CEUs How to Deal with Difficult Personalities + More Info
- 7 hours 0.7 CEUs Time Management 101 + More Info
- 8 hours 0.8 CEUs Decision Making Skills + More Info
- 5 hours 0.5 CEUs Kaizen 101 - An Introduction + More Info
- 6 hours 0.6 CEUs Managing Your Career + More Info
- 8 hours 0.8 CEUs Procurement Management + More Info
- 5 hours 0.5 CEUs Developing Great Social Skills + More Info
- 7 hours 0.7 CEUs Business Analysis + More Info
- 5 hours 0.5 CEUs The Art of Setting Goals + More Info
- 6 hours 0.6 CEUs Delegation Skills + More Info