Call Center Customer Service


Overview/Description
Target Audience
Expected Duration
Lesson Objectives
Course Number


Overview/Description
Have you just become a call center customer service representative? Maybe you are experiencing some feelings of anxiety, as do many novice agents. You may be concerned about dealing with customers' issues one-on-one. Fortunately, there is a comprehensive training course for people in your situation. This course will help you overcome reservations about customer service in a call center setting. This course for potential or new call center agents is designed to introduce the learner to the necessary information and tools required to professionally handle customer service calls in a call center environment. Becoming a great customer service representative requires having finely tuned communication skills. Therefore, it is suggested that the you take the course "Call Center Communication Skills" prior to taking the Call Center Customer Service course.

Target Audience
This series is targeted for new front-line agents at a call center.

Expected Duration (hours)
3.5

Lesson Objectives

Listening Skills

  • recognize the importance of using the appropriate listening technique.
  • use the skills required to actively listen to others.
  • identify examples of passive listening behavior, given a scenario.

    • Customer Needs

  • recognize the importance of identifying customers' needs to ensure and maintain customer satisfaction.
  • use the appropriate listening, questioning, and empathy techniques to identify customer needs.
  • use confidence techniques to ensure customer satisfaction.

    • Difficult Situations

  • recognize the importance of handling difficult calls in a professional manner.
  • handle a difficult call in a professional manner.
  • apply basic customer service problem-solving principles to satisfy customer needs and expectations.

    • Course Number:
    CUST0113