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Cory McLaren
Demonstrate Excellent Customer Service provides resume and social media presence guidance to learners looking for a career in customer service. This allows you to optimize your resume for a customer service position and be prepared for your first interview. In addition, you will apply your knowledge gained over the previous courses in the program to a hands-on project that allows you to demonstrate the skills you’ve learned in each course.
Read more
Demonstrate Excellent Customer Service provides resume and social media presence guidance to learners looking for a career in customer service. This allows you to optimize your resume for a customer service position and be prepared for your first interview. In addition, you will apply your knowledge gained over the previous courses in the program to a hands-on project that allows you to demonstrate the skills you’ve learned in each course.
Read more
Demonstrate Excellent Customer Service provides resume and social media presence guidance to learners looking for a career in customer service. This allows you to optimize your resume for a customer service position and be prepared for your first interview. In addition, you will apply your knowledge gained over the previous courses in the program to a hands-on project that allows you to demonstrate the skills you’ve learned in each course.
-By the end of the course, you will be able to:
-Create positive interactions with customers
-De-escalate conflict with customers
-Create solutions to customer problems
-Describe the different roles in call center customer service
To be successful in this course, it is recommended that you complete the first four courses in this program.
Register for this course and see more details by visiting:
OpenCourser.com/course/7tahn9/preparing
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What's inside
Syllabus
Career and Job Search Information
This week you learn about the hiring process for a call center customer service position as well as how to find jobs to apply for. You also learn how to create a resume and how to prepare for your job interview.
Read more
Syllabus
Career and Job Search Information
This week you learn about the hiring process for a call center customer service position as well as how to find jobs to apply for. You also learn how to create a resume and how to prepare for your job interview.
Read more
Capstone Project
This week you apply all the skills you have learned throughout the entire program to a project involving real-world scenarios.
Good to know
Good to know
Know what's good ,
what to watch for , and
possible dealbreakers
Provides guidance on how to optimize your resume for customer service
Prepares learners for their first interview in customer service
Teaches learners how to create positive interactions with customers
Develops skills in de-escalating conflict with customers
Offers a hands-on project to apply knowledge gained in the program
Requires completion of the first four courses in the program for success
Save this course
Save Preparing for Your Call Center Customer Service Role to your list so you can find it easily later:
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Activities
Be better prepared
before
your course. Deepen your understanding
during
and
after
it. Supplement your coursework and achieve mastery of the topics covered
in Preparing for Your Call Center Customer Service Role with these
activities:
Review communication and interpersonal skills
Show steps
Sharpen your communication and interpersonal skills, ensuring you can effectively interact with customers and build rapport.
Browse courses on
Communication Skills
Show steps
-
Take online courses or workshops on communication and interpersonal skills
-
Read books and articles on the subject
-
Practice active listening and empathy in daily interactions
-
Seek feedback from others to improve your communication style
-
Use role-playing exercises to simulate customer interactions
Create a customer service resource kit
Show steps
Compile a comprehensive resource kit that includes essential customer service information, best practices, and case studies for reference.
Browse courses on
Knowledge Base
Show steps
-
Gather materials from the course, textbooks, and online resources
-
Organize and categorize the materials logically
-
Create a digital or physical folder for easy access
-
Update and supplement the kit as you acquire new knowledge and skills
-
Share your kit with others to contribute to their learning
Participate in peer-led customer service workshops
Show steps
Collaborate with peers to share knowledge, practice techniques, and engage in discussions that enhance your understanding of customer service concepts.
Show steps
-
Form or join a peer-led customer service study group or workshop
-
Prepare for each session by reviewing materials and reflecting on experiences
-
Actively participate in discussions and role-playing exercises
-
Share your own insights and experiences with the group
-
Seek feedback from peers and incorporate suggestions into your own approach
One other activity
Expand to see all activities and additional details
Show all four activities
Create a digital customer service portfolio
Show steps
Craft a digital portfolio showcasing your customer service skills, elevating your resume and enhancing your online presence for potential employers.
Browse courses on
Digital Portfolio
Show steps
-
Gather relevant experiences and accomplishments
-
Design and build a visually appealing digital portfolio
-
Showcase your best customer service interactions
-
Highlight your problem-solving and conflict resolution skills
-
Proofread and refine your portfolio for clarity and professionalism
Review communication and interpersonal skills
Show steps
Sharpen your communication and interpersonal skills, ensuring you can effectively interact with customers and build rapport.
Browse courses on
Communication Skills
Show steps
Show steps
Show steps
- Take online courses or workshops on communication and interpersonal skills
- Read books and articles on the subject
- Practice active listening and empathy in daily interactions
- Seek feedback from others to improve your communication style
- Use role-playing exercises to simulate customer interactions
Create a customer service resource kit
Show steps
Compile a comprehensive resource kit that includes essential customer service information, best practices, and case studies for reference.
Browse courses on
Knowledge Base
Show steps
Show steps
Show steps
- Gather materials from the course, textbooks, and online resources
- Organize and categorize the materials logically
- Create a digital or physical folder for easy access
- Update and supplement the kit as you acquire new knowledge and skills
- Share your kit with others to contribute to their learning
Participate in peer-led customer service workshops
Show steps
Collaborate with peers to share knowledge, practice techniques, and engage in discussions that enhance your understanding of customer service concepts.
Show steps
Show steps
Show steps
- Form or join a peer-led customer service study group or workshop
- Prepare for each session by reviewing materials and reflecting on experiences
- Actively participate in discussions and role-playing exercises
- Share your own insights and experiences with the group
- Seek feedback from peers and incorporate suggestions into your own approach
One other activity
Expand to see all activities and additional details
Show all four activities
Create a digital customer service portfolio
Show steps
Craft a digital portfolio showcasing your customer service skills, elevating your resume and enhancing your online presence for potential employers.
Browse courses on
Digital Portfolio
Show steps
Show steps
Show steps
- Gather relevant experiences and accomplishments
- Design and build a visually appealing digital portfolio
- Showcase your best customer service interactions
- Highlight your problem-solving and conflict resolution skills
- Proofread and refine your portfolio for clarity and professionalism
Career center
Learners who complete Preparing for Your Call Center Customer Service Role will develop knowledge and skills
that may be useful to these careers:
Help Desk Analyst
Help Desk Analyst
Help Desk Analysts provide technical support to customers, helping them to troubleshoot and resolve issues with products or services. This course may be useful in helping you to develop the skills needed to succeed in this role, such as technical knowledge, problem-solving, and communication skills.
Customer Service Manager
Customer Service Manager
Customer Service Managers oversee customer service operations, ensuring that customers receive a positive experience. This course may be useful in helping you to develop the skills needed to succeed in this role, such as leadership, management, and communication skills.
Technical Support Representative
Technical Support Representative
Technical Support Representatives provide technical assistance to customers, helping them to troubleshoot and resolve issues with products or services. This course may be useful in helping you to develop the skills needed to succeed in this role, such as technical knowledge, problem-solving, and communication skills.
Call Center Customer Service Representative
Call Center Customer Service Representative
Call Center Customer Service Representatives work with a range of customers, answering questions, providing information, and resolving issues. This course may be useful in helping you to develop the skills needed to succeed in this role, such as communication, problem-solving, and customer service skills.
Account Manager
Account Manager
Account Managers manage relationships with existing customers, ensuring that they are satisfied with the products or services they have purchased. This course may be useful in helping you to develop the skills needed to succeed in this role, such as communication, customer service, and relationship-building skills.
Sales Associate
Sales Associate
Sales Associates assist customers with finding and purchasing products or services. This course may be useful in helping you to develop the skills needed to succeed in this role, such as communication, customer service, and sales skills.
Retail Salesperson
Retail Salesperson
Retail Salespersons assist customers with finding and purchasing products or services in a retail setting. This course may be useful in helping you to develop the skills needed to succeed in this role, such as communication, customer service, and sales skills.
Management Consultant
Management Consultant
Management Consultants help organizations to solve problems and improve their performance. This course may be useful in helping you to develop the skills needed to succeed in this role, such as analytical, problem-solving, and communication skills.
Project Manager
Project Manager
Project Managers plan and execute projects, ensuring that they are completed on time, within budget, and to the required quality standards. This course may be useful in helping you to develop the skills needed to succeed in this role, such as leadership, planning, and communication skills.
Business Analyst
Business Analyst
Business Analysts help organizations to improve their business processes, systems, and operations. This course may be useful in helping you to develop the skills needed to succeed in this role, such as analytical, problem-solving, and communication skills.
Data Analyst
Data Analyst
Data Analysts collect, analyze, and interpret data to help organizations make better decisions. This course may be useful in helping you to develop the skills needed to succeed in this role, such as analytical, problem-solving, and communication skills.
Financial Analyst
Financial Analyst
Financial Analysts analyze financial data to help organizations make better decisions. This course may be useful in helping you to develop the skills needed to succeed in this role, such as analytical, problem-solving, and communication skills.
Web Developer
Web Developer
Web Developers design and develop websites and web applications. This course may be useful in helping you to develop the skills needed to succeed in this role, such as technical knowledge, problem-solving, and communication skills.
Software Engineer
Software Engineer
Software Engineers design, develop, and test software applications. This course may be useful in helping you to develop the skills needed to succeed in this role, such as technical knowledge, problem-solving, and communication skills.
Marketing Manager
Marketing Manager
Marketing Managers plan and execute marketing campaigns to promote products or services. This course may be useful in helping you to develop the skills needed to succeed in this role, such as communication, planning, and leadership skills.
For more career information including salaries, visit:
OpenCourser.com/course/7tahn9/preparing
Reading list
We've selected 14 books
that we think will supplement your
learning. Use these to
develop background knowledge, enrich your coursework, and gain a
deeper understanding of the topics covered in
Preparing for Your Call Center Customer Service Role.
Shares the secrets of Nordstrom's legendary customer service, which has made the company one of the most successful retailers in the world. It must-read for anyone who wants to learn how to create a customer-centric culture.
Argues that customer service is no longer a cost center, but rather a profit center. It provides a roadmap for creating a customer-centric organization that can achieve sustainable growth.
Provides a comprehensive overview of customer service best practices, including tips on how to build rapport with customers, resolve complaints, and handle difficult situations. It valuable resource for anyone who wants to improve their customer service skills.
Provides a framework for creating a customer experience that is effortless for customers. It valuable resource for businesses of all sizes who want to improve their customer satisfaction and loyalty.
Challenges the traditional view of customer service and argues that the best way to serve customers is to avoid the need for service altogether. It thought-provoking read for anyone who wants to rethink the way they approach customer service.
Provides practical tips and advice on how to deliver exceptional customer service. It valuable resource for anyone who wants to learn how to create a positive and memorable experience for their customers.
Provides a framework for building relationships with your customers by asking for their permission to market to them. It valuable resource for anyone who wants to create a long-term and profitable relationship with their customers.
Save
Argues that the key to success in business is to build relationships with your customers. It provides practical advice on how to create a customer-centric culture.
Save
Explores the science behind why some moments are more memorable than others. It provides practical advice on how to create memorable moments for your customers.
Provides a practical guide to creating and implementing a customer service strategy. It valuable resource for businesses of all sizes who want to improve their customer service.
Save
Provides a step-by-step guide to delivering exceptional customer service. It valuable resource for anyone who wants to learn how to create a positive and memorable experience for their customers.
Save
Provides a roadmap for dealing with negative customer feedback. It valuable resource for anyone who wants to learn how to turn angry customers into loyal ones.
This textbook provides a comprehensive overview of customer service management. It valuable resource for students and professionals who want to learn how to create and manage a customer-centric organization.
Provides a comprehensive overview of the customer experience. It valuable resource for anyone who wants to learn how to create a customer-centric organization.
For more information about how these books relate to this course, visit:
OpenCourser.com/course/7tahn9/preparing
Share
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Effort
4 weeks of study, 5-6 hours/week
Level
Introductory
Via
Coursera
Institution
CVS Health
Instructor
Cory McLaren
Language
English
Transcripts
Español
Français
Português
Deutsch
Italiano
中文
العربية
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پښتو
آذربایجان دیلی
This course belongs to a
collection
called
CVS Health Call Center Customer Service. It's comprised of four courses:
- Preparing for Your Call Center Customer Service Role (viewing)
- Interacting with Customers
- Call Center Customer Service
- Introduction to Customer Service
Good to know
Provides guidance on how to optimize your resume for customer service
Prepares learners for their first interview in customer service
Teaches learners how to create positive interactions with customers
Develops skills in de-escalating conflict with customers
Offers a hands-on project to apply knowledge gained in the program
Requires completion of the first four courses in the program for success
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