Call Center Customer Service
- Offered byCoursera
Call Center Customer Service at Coursera Overview
Duration | 19 hours |
Start from | Start Now |
Total fee | Free |
Mode of learning | Online |
Difficulty level | Beginner |
Official Website | Explore Free Course  |
Credential | Certificate |
Call Center Customer Service at Coursera Highlights
- Flexible deadlines Reset deadlines in accordance to your schedule.
- Shareable Certificate Earn a Certificate upon completion
- 100% online Start instantly and learn at your own schedule.
- Coursera Labs Includes hands on learning projects. Learn more about Coursera Labs External Link
- Course 3 of 4 in the CVS Health Call Center Customer Service Professional Certificate
- Beginner Level No prior experience needed, completion of the first 2 courses in the program recommended.
- Approx. 19 hours to complete
- English Subtitles: English
Call Center Customer Service at Coursera Course details
- 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.
Call Center Customer Service at Coursera Curriculum
Introduction to Call Center Customer Service
Introduction: CVS Health Customer Service Professional Certificate
Course Overview: Call Center Customer Service
Introduction to Your Instructor - Cory
Introduction: Introduction to Call Center Customer Service
Introduction: A Day in the Life of a Call Center Customer Service Representative
A Day in the Life of a Call Center Customer Service Representative
Hear from: Cory McLaren
Introduction: Job Roles in a Call Center
Different roles in a Call Center
Introduction: Collaboration
Collaboratively Working with Managers
Applying Collaboration
Introduction: Creating Positive Call Center Customer Experiences
Adding Value: Positive Call Center Customer Experiences
Impacting Customers
Weekly Review: Introduction to Call Center Customer Service
Course Syllabus
How to Be Successful in this Course
Call Center Shift
Summary: Collaboration at a Call Center
Summary: Creating Positive Call Center Customer Experiences
Practice Quiz: Job Roles in a Call Center
Practice Quiz: Collaboration
Practice Quiz: Creating Positive Call Center Customer Experiences
Graded Quiz: Introduction to Call Center Customer Service
Creating Positive Customer Interactions in a Call Center
Introduction: Creating Positive Customer Interactions in a Call Center
What is a Greeting
Qualities of a Good Greeting
Positive Impact Tone
Rate of Speech
Controlling Your Pitch
Manage Energy
Applying Tone to Make a Positive Impact
Introduction: Evaluation in a Call Center
Call Duration
Navigating the Queue Metric
Applying Evaluation Metrics
Introduction: Customer Strategy in a Call Center
Strategies for Customer Phone Interactions
Introduction: When to Hand a Customer Off to Another Representative
Hear from: Cory McLaren
How to Successfully Hand Off A Call
Introduction to Simulations
Weekly Review: Creating Positive Customer Interactions in a Call Center
Summary: Positive Impact: Greeting Customers
Summary: Positive Impact: Tone
Summary: Evaluation in a Call Center
Best Practices for Phone Interactions
Summary: Customer Strategy in a Call Center
Summary: When to Hand a Customer Off to Another Representative
Practice Quiz: Positive Impact: Greeting Customers
Practice Quiz: Positive Impact: Tone
Practice Quiz: Evaluation in a Call Center
Practice Quiz: Customer Strategy in a Call Center
Practice Quiz: When to Hand a Customer Off to Another Representative
Graded Quiz: Creating Positive Customer Interactions in a Call Center
Data Entry for Call Center
Introduction: Data Entry for a Call Center
Customer Data Overview
Applying Data Entry for a Call Center
Customer Data Privacy
Customer Data Usage
The Importance of Logging Customer Interactions
Summarization Tips
Review of Metrics for Employees
Hear from: Cory McLaren
The Impact of Logging on Metrics
Introduction to Simulations
Weekly Review: Data Entry for a Call Center
Summary: Customer Data
Summary: Privacy of Customer Data
Summary: Logging Call Interactions
Summary: Metrics for Employee Performance
Practice Quiz: Customer Data
Practice Quiz: Privacy of Customer Data
Practice Quiz: Logging Call Interactions
Practice Quiz: Metrics for Employee Performance
Graded Quiz: Data Entry for a Call Center
De-escalation
Introduction: De-escalation
Escalations in Customer Service
When to Escalate a Call
Introduction to Emotional Regulation
Strategies for Emotional Regulation
Emotional Regulation in Practice
De-escalation Strategies
Applying De-escalation Strategies
Fact-Based Documentation
Fact Based Documentation Strategies
Introduction to the De-escalation Tactics Simulation
Weekly Review: De-escalation
Summary: Appropriate Escalations
Summary: Emotional Regulation for Tough Calls
Summary: De-escalation Strategies
Summary: Documenting with Facts
Practice Quiz: Appropriate Escalations
Practice Quiz: Emotional Regulation for Tough Calls
Practice Quiz: De-escalation Tactics
Practice Quiz: Documenting with Facts
Graded Quiz: Deescalation
Strategies for Success
Introduction: Strategies for Success
Elements of an Effective Workspace
Setting Up an Effective Workspace at a Call Center
Setting Up Your Workspace at Home
Time Management
Time Management on a Call
Growth Mindset
Habits for a Growth Mindset
Exploring Growth Mindset Approaches to Customer Support
Collaborative Environments
Characteristics of a Collaborative Environment
Creating a Collaborative Environment
Hear from: Denielle Booth
Introduction to Peer Reviews
Walkthrough of Peer Review Steps
Weekly Review: Strategies for Success
Congratulations!
Summary: Creating an Effective Workspace
Summary: Using Time Management Skills
Summary: Adopting a Growth Mindset
Summary: Creating a Collaborative Environment
Practice Quiz: Creating an Effective Workplace
Practice Quiz: Using Time Management Skills
Practice Quiz: Adopting a Growth Mindset
Practice Quiz: Creating a Collaborative Environment
Strategies for Success
Call Center Customer Service at Coursera Admission Process
Important Dates
Other courses offered by Coursera
Student Forum
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