Free online courseCall Center Customer Service Training

Course content

• Video class: 10 Things You Should NEVER Say in Customer Service

  16m

• Exercise: What is an appropriate way to handle a situation where a customer's frustration is due to a non-returnable item policy?

• Video class: How to Improve Active Listening for Call Center Agents

  14m

• Exercise: Why is active listening crucial for call center agents?

• Video class: Healthcare Account Mock Call - CRYING CUSTOMER

  12m

• Exercise: What is the main focus of conducting a mock call in customer service training?

• Video class: Bad vs Great Customer Service | Scenarios with Explanation

  21m

• Exercise: In a call center setting, why is it important for an agent to acknowledge a customer's negative emotions at the start of a conversation?

• Video class: Lost Parcel Mock Call Sample

  13m

• Exercise: What is the best approach to handle a customer complaint regarding a delayed parcel delivery?

• Video class: How to Improve CSAT

  10m

• Exercise: What should a call center agent focus on when dealing with 'unhappy customers with a good reason' to maximize survey scores?

• Video class: #1 Mistake Call Center Newbies Make When Taking Calls

  10m

• Exercise: What is an important factor to consider when handling straightforward customer questions in a call center?

• Video class: #2 Mistake Call Center Newbies Make (Calls, Chats, Emails)

  09m

• Exercise: What is a proactive approach in customer service as described in the training material?

• Video class: #3 Mistake Call Center Newbies Make | Email Customer Service

  13m

• Exercise: Why is it important for call center agents to go beyond canned responses when addressing customer queries?

• Video class: How to Avoid Dead Air on Calls (3 Techniques with Scripts)

  13m

• Exercise: What is the best practice to communicate to a customer during a prolonged period of silence while resolving their issue?

• Video class: When a customer asks for a supervisor, do these

  16m

• Exercise: What is the recommended first step when a customer requests to speak with a supervisor at the start of a call?

• Video class: Can't spell your customer's name? Do this!

  06m

• Exercise: Why is it important to use the NATO phonetic alphabet during call center interactions?

• Video class: Positive Scripting Examples for Call Center: Customer Service

  22m

• Exercise: Which of the following responses demonstrates the use of positive scripting when you don't know the answer to a customer's question?

• Video class: How to Handle Irate Customers in a Call Center (WITH SCRIPTS)

  17m

• Exercise: When dealing with a verbally abusive customer, which of the following actions should a customer service representative take?

• Video class: how to sound confident on the phone | FOR CALL CENTER AGENTS

  17m

• Exercise: What is one effective way to sound more confident over the phone when speaking to an irate customer according to research?

• Video class: How to Reduce Average Handling Time (AHT) in a Call Center

  16m

• Exercise: In handling an irate customer who cannot stop venting, what is a recommended approach after acknowledging their emotions?

• Video class: How to Empathize in Call Center Customer Service | Scripts, Mock Calls

  20m

• Exercise: Which of the following is an appropriate initial response when a customer mentions experiencing a personal tragedy during a call?

• Video class: Banking/Financial Mock Call Script - Lost Card

  16m

• Exercise: What is the first action to take when a customer calls about a stolen credit card with unauthorized transactions?

• Video class: Every Call Center Agent Should Master These Voices

  12m

• Exercise: Which tone of voice is recommended when a customer service representative needs to maintain a balance between friendliness and professionalism during a call?

• Video class: Call Center Productivity Hacks You Never Knew Existed - Chat, Email, Phone

  20m

• Exercise: What can be a significant advantage of using a productivity tool like 'Magical' for customer service representatives?