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Cory McLaren
The Call Center Customer Service course requires a practical skill set of data entry and organization of information/resources. In addition, communicating with only the voice uses a wide range of communication skills. This course will provide you with practical experience in data entry and customer privacy, and the opportunity to evaluate sample interactions between a call center customer service representative and a customer. You will also have the opportunity to respond to sample calls where you can demonstrate great customer service.
-By the end of the course, you will be able to:
Read more
The Call Center Customer Service course requires a practical skill set of data entry and organization of information/resources. In addition, communicating with only the voice uses a wide range of communication skills. This course will provide you with practical experience in data entry and customer privacy, and the opportunity to evaluate sample interactions between a call center customer service representative and a customer. You will also have the opportunity to respond to sample calls where you can demonstrate great customer service.
-By the end of the course, you will be able to:
Read more
The Call Center Customer Service course requires a practical skill set of data entry and organization of information/resources. In addition, communicating with only the voice uses a wide range of communication skills. This course will provide you with practical experience in data entry and customer privacy, and the opportunity to evaluate sample interactions between a call center customer service representative and a customer. You will also have the opportunity to respond to sample calls where you can demonstrate great customer service.
-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 two courses in this program.
Register for this course and see more details by visiting:
OpenCourser.com/course/9nia72/call
What's inside
Syllabus
Introduction to Call Center Customer Service
This week you learn about a typical day in the life of a call center representative. You also learn about different roles in a call center and how to collaborate with your team members and management. You finish the week by learning the importance of positive call center experiences for customers.
Read more
Syllabus
Introduction to Call Center Customer Service
This week you learn about a typical day in the life of a call center representative. You also learn about different roles in a call center and how to collaborate with your team members and management. You finish the week by learning the importance of positive call center experiences for customers.
Read more
Creating Positive Customer Interactions in a Call Center
This week you learn how to make a positive impact on a call through your greeting and your tone. Then you learn about call center metrics and how your job performance will be measured. You finish the week by exploring strategies to navigate customer service calls and how to hand off a call to another representative if needed.
Data Entry for Call Center
This week you learn about the data you need to collect from the customer when they call. You learn how to log the appropriate data and keep track of your interactions with customers.
De-escalation
This week you learn how to handle a customer interaction when it gets tricky. You learn how to de-escalate a difficult situation and when you need to escalate the call to someone else on your team.
Strategies for Success
This week is all about learning how to be successful in your role everyday. You will learn how to set up an effective workplace as well has strategies to manage your time throughout the day. You will discover how to have a growth mindset and contribute to your call center team.
Good to know
Good to know
Know what's good ,
what to watch for , and
possible dealbreakers
Develops communication skills vital to call center roles
Provides hands-on practice with data entry for call centers
Teaches strategies for de-escalating conflict with customers
Taught by experienced instructors in call center customer service
Requires a practical skill set of data entry and organization of information/resources
Save this course
Save Call Center Customer Service 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 Call Center Customer Service with these
activities:
Data Entry Accuracy Training
Show steps
Sharpen data entry skills and improve attention to detail through repetitive practice exercises.
Browse courses on
Information Management
Show steps
-
Familiarize yourself with data entry software.
-
Practice entering data from structured sources.
-
Complete accuracy checks to identify and correct errors.
Call Center Role-Playing Exercises
Show steps
Develop confidence and improve communication skills through role-playing exercises tailored to call center interactions.
Browse courses on
Skill Development
Show steps
-
Identify common call center scenarios.
-
Prepare scripts for various customer interactions.
-
Practice role-playing with a partner or group.
-
Seek feedback and make adjustments to improve performance.
Call Center Case Study Analysis
Show steps
Collaborate with peers to analyze real-life call center case studies, develop solutions, and enhance problem-solving abilities.
Browse courses on
Case Study Analysis
Show steps
-
Review and analyze provided case studies.
-
Discuss and brainstorm potential solutions.
-
Develop recommendations for improving processes or strategies.
-
Present findings and engage in peer feedback.
One other activity
Expand to see all activities and additional details
Show all four activities
Call Center Performance Self-Assessment
Show steps
Conduct a thorough self-assessment of call center performance, identify areas for improvement, and set goals for professional growth.
Browse courses on
Self-Assessment
Show steps
-
Review course materials and identify performance metrics.
-
Collect feedback from supervisors and peers.
-
Evaluate strengths and weaknesses against performance metrics.
-
Develop a plan to address areas for improvement.
Data Entry Accuracy Training
Show steps
Sharpen data entry skills and improve attention to detail through repetitive practice exercises.
Browse courses on
Information Management
Show steps
Show steps
Show steps
- Familiarize yourself with data entry software.
- Practice entering data from structured sources.
- Complete accuracy checks to identify and correct errors.
Call Center Role-Playing Exercises
Show steps
Develop confidence and improve communication skills through role-playing exercises tailored to call center interactions.
Browse courses on
Skill Development
Show steps
Show steps
Show steps
- Identify common call center scenarios.
- Prepare scripts for various customer interactions.
- Practice role-playing with a partner or group.
- Seek feedback and make adjustments to improve performance.
Call Center Case Study Analysis
Show steps
Collaborate with peers to analyze real-life call center case studies, develop solutions, and enhance problem-solving abilities.
Browse courses on
Case Study Analysis
Show steps
Show steps
Show steps
- Review and analyze provided case studies.
- Discuss and brainstorm potential solutions.
- Develop recommendations for improving processes or strategies.
- Present findings and engage in peer feedback.
One other activity
Expand to see all activities and additional details
Show all four activities
Call Center Performance Self-Assessment
Show steps
Conduct a thorough self-assessment of call center performance, identify areas for improvement, and set goals for professional growth.
Browse courses on
Self-Assessment
Show steps
Show steps
Show steps
- Review course materials and identify performance metrics.
- Collect feedback from supervisors and peers.
- Evaluate strengths and weaknesses against performance metrics.
- Develop a plan to address areas for improvement.
Career center
Learners who complete Call Center Customer Service will develop knowledge and skills
that may be useful to these careers:
Customer Service Representative
Customer Service Representative
This course can help build a foundation for you to succeed as a Customer Service Representative. It provides you with practical experience in data entry, customer privacy and communication skills that are essential for this role. The course also covers topics such as de-escalation and conflict resolution, which are important for providing excellent customer service.
Call Center Agent
Call Center Agent
A Call Center Agent provides customer service and support over the phone. This course provides you with the skills and knowledge you need to succeed in this role, including data entry, communication skills, and conflict resolution. You will also learn about the different roles in a call center and how to collaborate with your team members.
Technical Support Specialist
Technical Support Specialist
Technical Support Specialists provide technical support to customers over the phone, email, or chat. This course can help you develop the skills you need to succeed in this role, including data entry, communication skills, and problem-solving. You will also learn about different types of technical support and how to troubleshoot common problems.
Quality Assurance Analyst
Quality Assurance Analyst
This course can help you develop the skills you need to succeed as a Quality Assurance Analyst. It covers topics such as data analysis, quality control, and process improvement. You will also learn about the different roles in a call center and how to identify and resolve customer issues.
Customer Service Manager
Customer Service Manager
This course can help you develop the skills you need to succeed as a Customer Service Manager. It covers topics such as team management, performance evaluation, and customer relationship management. You will also learn about the different roles in a call center and how to create a positive work environment.
Call Center Supervisor
Call Center Supervisor
This course can help you develop the skills you need to succeed as a Call Center Supervisor. It covers topics such as team management, performance evaluation, and customer relationship management. You will also learn about the different roles in a call center and how to create a positive work environment.
Operations Manager
Operations Manager
This course can help you develop the skills you need to succeed as an Operations Manager. It covers topics such as process improvement, quality control, and team management. You will also learn about the different roles in a call center and how to create a positive work environment.
Administrative Assistant
Administrative Assistant
This course can help you develop the skills you need to succeed as an Administrative Assistant. It covers topics such as office administration, communication skills, and customer service. You will also learn about the different roles in an office and how to support your team members.
Data Entry Clerk
Data Entry Clerk
Data Entry Clerks enter data into computer systems. This course can help you develop the skills you need to succeed in this role, including data entry, attention to detail, and accuracy. You will also learn about different types of data entry and how to use data entry software.
Receptionist
Receptionist
This course can help you develop the skills you need to succeed as a Receptionist. It covers topics such as customer service, communication skills, and office administration. You will also learn about the different roles in an office and how to create a positive first impression for visitors.
Project Manager
Project Manager
This course can help you develop the skills you need to succeed as a Project Manager. It covers topics such as project planning, execution, and closure. You will also learn about the different roles in a project and how to manage a team to achieve success.
Market Research Analyst
Market Research Analyst
This course can help you develop the skills you need to succeed as a Market Research Analyst. It covers topics such as market research, data analysis, and reporting. You will also learn about the different roles in a market research firm and how to conduct market research.
Business Analyst
Business Analyst
This course can help you develop the skills you need to succeed as a Business Analyst. It covers topics such as business analysis, process improvement, and data analysis. You will also learn about the different roles in a business and how to identify and solve business problems.
Marketing Manager
Marketing Manager
This course can help you develop the skills you need to succeed as a Marketing Manager. It covers topics such as marketing strategy, marketing communications, and marketing measurement. You will also learn about the different roles in a marketing team and how to create a successful marketing campaign.
Sales Manager
Sales Manager
This course can help you develop the skills you need to succeed as a Sales Manager. It covers topics such as sales management, sales strategy, and sales forecasting. You will also learn about the different roles in a sales team and how to create a successful sales team.
For more career information including salaries, visit:
OpenCourser.com/course/9nia72/call
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
Call Center Customer Service.
Comprehensive guide to providing excellent customer service in any setting. It covers a wide range of topics, including communication skills, handling difficult customers, and resolving complaints.
Challenges traditional customer service models and offers a new approach that focuses on building customer relationships.
Presents a research-based approach to improving customer satisfaction and loyalty.
Save
Argues that being nice is good for business.
Save
Shows how businesses can use social media to build relationships with customers.
Provides a step-by-step guide to providing exceptional customer service.
Provides a comprehensive overview of customer service metrics.
Provides a roadmap for creating a customer-centric organization.
Explores the concept of the experience economy.
Provides a guide to using emotional intelligence to improve customer service.
Challenges traditional customer service models and offers a new approach that focuses on building customer relationships.
Provides a research-based framework for improving customer service and profitability.
Provides a practical guide to improving customer service.
Provides a behind-the-scenes look at Nordstrom's customer service culture.
For more information about how these books relate to this course, visit:
OpenCourser.com/course/9nia72/call
Share
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Customer Service Foundation
Effort
4 weeks of study, 5-6 hours/week
Level
Introductory
Via
Coursera
Institution
CVS Health
Instructor
Cory McLaren
Language
English
Transcripts
Español
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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
- Interacting with Customers
- Call Center Customer Service (viewing)
- Introduction to Customer Service
Good to know
Develops communication skills vital to call center roles
Provides hands-on practice with data entry for call centers
Teaches strategies for de-escalating conflict with customers
Taught by experienced instructors in call center customer service
Requires a practical skill set of data entry and organization of information/resources
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