Course Syllabus: Call Center Customer Service
with CEU Certificate*
Welcome to our Call Center 101 - Emphasis on Telephone Service course content. 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.
Lesson 1: The Importance of Customer Service
Lesson 2: Telephone Etiquette
Lesson 3: Mastering Communication Skills
Lesson 4: Providing Excellence in Phone Service
Lesson 5: Dealing with Difficult Customers
Lesson 6: Dealing with Diversity
Lesson 7: Call Center Scenarios
Lesson 8: CRS Technologies
Lesson 9: Setting Call Center Standards
Lesson 10: Managing Your Customer Call Center Service Position
A brief quiz and exercise that review lesson facts will follow each lesson. Students will successfully complete this course with 70% average or higher.
|Lesson 1 Assignment||2|
|Lesson 1: The Importance of Customer Service||8|
|Lesson 2 Assignment||2|
|Lesson 2: Telephone Etiquette||10|
|Lesson 3: Mastering Communication Skills||10|
|Lesson 4 Assignment||2|
|Lesson 4: Providing Excellence in Phone Service||10|
|Lesson 5 Assignment||2|
|Lesson 5: Dealing with Difficult Customers||10|
|Lesson 6: Dealing with Diversity||10|
|Lesson 7 Assignment||2|
|Lesson 7: Call Center Scenarios||10|
|Lesson 8: CRS Technologies||10|
|Lesson 9: Setting Call Center Standards||9|
|Lesson 10 Assignment||2|
|Lesson 10: Managing Your Customer Call Center Service Position||9|
|The Final Exam||47|
- Call Center Service Strategies: Dealing With Difficult Customers
- Examples of Dealing with Call Center Scenarios
- Why Customer Service is Important
- The Variety of Communication Skills Used in a Call Center Service
- Providing Essential Call Center Service by Setting Standards
- What Your Body Language Says in a Job Interview
- Production Flow in Lean Management
- The Three Pillars in Kaizen
- Are You Born a Leader or Can You Learn to Lead?
- Understanding the Self for Better Communication
- Common Leadership Pitfalls and Tips for Supervising People
- The Role of Nonverbal Communication in Effective Communication
- Adopting PDCA Cycle in Kaizen
- Impact of Stress in Understanding Organizational Behavior in Business
- Great Leaders in History