Free online courseCall Center Customer Service Training

Course Description

Welcome to the Call Center Customer Service Training, a meticulously designed professional course aimed at honing the skills of customer service representatives working in call centers. This engaging course spans 5 hours and 53 minutes, providing comprehensive training without overwhelming the participants. Despite its recent launch with no reviews yet, the course promises to be an invaluable resource for both new and seasoned call center agents.

In the dynamic world of customer service, knowing what not to say can be as crucial as knowing what to say. This course begins by detailing ten things you should never say in customer service scenarios. By avoiding these common pitfalls, agents can provide a more positive and professional experience for customers.

Active listening is a critical skill for call center agents, and this course offers innovative strategies to strengthen it. Through practical examples and techniques, agents will learn how to listen more attentively and respond more effectively to customer needs.

Handling challenging situations is another focal point of the training. For instance, the healthcare account mock call involving a crying customer will equip agents with the necessary emotional intelligence to manage sensitive interactions compassionately. Distinguishing between bad and great customer service through various scenarios and detailed explanations helps in setting a high standard of service.

Real-life simulations like the lost parcel mock call sample are included to provide hands-on experience in dealing with common customer inquiries. Additionally, the course addresses the critical metric of Customer Satisfaction (CSAT) and shares strategies to improve it.

New call center agents often make certain mistakes. This course identifies and offers corrective measures for the top three mistakes made during calls, chats, and emails. Techniques to avoid dead air on calls ensure that agents can maintain a flow of conversation, keeping the customer engaged throughout the interaction.

Specific scenarios, such as when a customer asks for a supervisor or how to handle the difficulty of spelling a customer's name, are presented with practical solutions. Positive scripting examples are provided to help agents phrase their responses in a manner that is both respectful and encouraging.

Dealing with irate customers can be particularly challenging. The course includes scripts and techniques to handle such situations calmly and effectively, boosting the agent’s confidence in managing high-stress calls.

To enhance overall efficiency, agents will learn how to reduce Average Handling Time (AHT) and empathize with customers using proven scripts. Mock calls in various scenarios, such as banking/financial situations involving a lost card, are included to provide a realistic training ground.

Voice modulation is another critical aspect covered, ensuring that every call center agent can master the necessary vocal tones to convey professionalism and empathy. The course unravels several productivity hacks across chat, email, and phone interactions, helping agents to maximize their efficiency and effectiveness.

For those specializing in chat support, ten proven tips to boost CSAT are shared, alongside insights into poor versus great customer service using Telco troubleshooting examples. Retention strategies for when customers consider cancellation and the importance of positive versus negative scripting conclude the training, leaving agents well-prepared to deliver exceptional customer service.

Join the Call Center Customer Service Training today to elevate your customer service skills, improve customer satisfaction, and excel in your professional journey.