Course Syllabus: Call Center Customer Service


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Course Description

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.

Course Requirements

There are no requirements but you'll need a high school reading level.

Course Topics

 

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

Course Materials

All learning materials are provided online in this class.

Grading Policy

A brief quiz and exercise that review lesson facts will follow each lesson. Students will successfully complete this course with 70% average or higher.

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.
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Assessment Guide

Lesson 1 Assignment2
Lesson 1: The Importance of Customer Service8
Lesson 2 Assignment2
Lesson 2: Telephone Etiquette10
Lesson 3: Mastering Communication Skills10
Lesson 4 Assignment2
Lesson 4: Providing Excellence in Phone Service10
Lesson 5 Assignment2
Lesson 5: Dealing with Difficult Customers10
Lesson 6: Dealing with Diversity10
Lesson 7 Assignment2
Lesson 7: Call Center Scenarios10
Lesson 8: CRS Technologies10
Lesson 9: Setting Call Center Standards9
Lesson 10 Assignment2
Lesson 10: Managing Your Customer Call Center Service Position9
The Final Exam47
Total Points:155
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