Course Description

Mastering Call Center Excellence: 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!

  • 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
 

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.
  • 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.
 
 

Assessment Guide

Assessment Points
Lesson 1 Assignment 2 points
Lesson 1: The Importance of Customer Service 8 points
Lesson 2 Assignment 2 points
Lesson 2: Telephone Etiquette 10 points
Lesson 3: Mastering Communication Skills 10 points
Lesson 4 Assignment 2 points
Lesson 4: Providing Excellence in Phone Service 10 points
Lesson 5 Assignment 2 points
Lesson 5: Dealing with Difficult Customers 10 points
Lesson 6: Dealing with Diversity 10 points
Lesson 7 Assignment 2 points
Lesson 7: Call Center Scenarios 10 points
Lesson 8: CRS Technologies 10 points
Lesson 9: Setting Call Center Standards 9 points
Lesson 10 Assignment 2 points
Lesson 10: Managing Your Customer Call Center Service Position 9 points
The Final Exam 47 points
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