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Call Center Customer Service · LearnSpace
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Call Center Customer Service

Курс от CVS Health
Начальный≈ 19.6 чАнглийский
О курсеНавыкиПрограммаПреподаватели

О курсе

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.

Навыки, которые вы освоите

Record KeepingCollaborationCustomer ServiceGreeting CustomersGrowth MindednessData EntryTime ManagementCall Center ExperienceCustomer Data ManagementDe-escalation TechniquesInbound CallsProblem SolvingPerformance MetricVerbal Communication SkillsCommunicationCustomer Complaint ResolutionTeamworkPersonal DevelopmentCustomer experience improvementTelephone Skills

Программа курса

5 модулей · 134 учебных материалов

01Introduction to Call Center Customer Service27 материалов

Introduction to the program

Introduction: CVS Health Customer Service Professional CertificateВидеоCourse Overview: Call Center Customer ServiceВидеоIntroduction to Your Instructor - CoryВидеоCourse SyllabusЧтение

Учитесь у экспертов

Cory McLaren

Customer Service Expert

Call Center Customer Service
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Новые знания — в удобное для вас время.

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Обучение откроется на Coursera
в новой вкладке

Обучение на Coursera

≈ 19.6 ч

5 модулей

Язык: Английский

Субтитры: Арабский, Французский, Бенгальский, Узбекский, Украинский, Китайский (Китай), Греческий, Итальянский, Бразильский португальский, Вьетнамский, Нидерландский, Корейский, Немецкий, Пушту, Урду, Русский, Гаитянский, Тайский, Индонезийский, Шведский, Турецкий, Азербайджанский, Испанский, Дари, Хинди, Японский, Казахский, Венгерский, Польский

Часть программы вашего университета
How to Be Successful in this CourseЧтение
Meet and GreetОбсуждение

A Day in the Life of a Call Center Customer Service Representative

Introduction: Introduction to Call Center Customer ServiceВидеоIntroduction: A Day in the Life of a Call Center Customer Service RepresentativeВидеоA Day in the Life of a Call Center Customer Service RepresentativeВидеоCall Center ShiftЧтениеHear from: Cory McLarenВидео

Job Roles in a Call Center

Introduction: Job Roles in a Call CenterВидеоDifferent roles in a Call CenterВидеоJob Role DiscussionОбсуждениеPractice Quiz: Job Roles in a Call CenterЗадание

Collaboration

Introduction: CollaborationВидеоCollaboratively Working with ManagersВидеоApplying CollaborationВидеоSummary: Collaboration at a Call CenterЧтениеPractice Quiz: CollaborationЗадание

Creating Positive Call Center Customer Experiences

Introduction: Creating Positive Call Center Customer ExperiencesВидеоAdding Value: Positive Call Center Customer ExperiencesВидеоImpacting CustomersВидеоSummary: Creating Positive Call Center Customer ExperiencesЧтениеPractice Quiz: Creating Positive Call Center Customer ExperiencesЗаданиеGraded Quiz: Introduction to Call Center Customer ServiceЗаданиеWeekly Review: Introduction to Call Center Customer ServiceВидео
02Creating Positive Customer Interactions in a Call Center33 материалов

Positive Impact: Greeting Customers

Introduction: Creating Positive Customer Interactions in a Call CenterВидеоWhat is a GreetingВидеоQualities of a Good GreetingВидеоSummary: Positive Impact: Greeting CustomersЧтениеPractice Quiz: Positive Impact: Greeting CustomersЗадание

Positive Impact: Tone

Positive Impact ToneВидеоRate of SpeechВидеоControlling Your PitchВидеоManage EnergyВидеоApplying Tone to Make a Positive ImpactВидеоPersonal Experience with ToneОбсуждениеSummary: Positive Impact: ToneЧтениеPractice Quiz: Positive Impact: ToneЗадание

Evaluation in a Call Center

Introduction: Evaluation in a Call CenterВидеоCall DurationВидеоNavigating the Queue MetricВидеоApplying Evaluation MetricsВидеоSummary: Evaluation in a Call CenterЧтениеPractice Quiz: Evaluation in a Call CenterЗадание

Customer Strategy in a Call Center

Introduction: Customer Strategy in a Call CenterВидеоStrategies for Customer Phone InteractionsВидеоBest Practices for Phone InteractionsЧтениеSummary: Customer Strategy in a Call CenterЧтениеPractice Quiz: Customer Strategy in a Call CenterЗадание

When to Hand a Customer Off to Another Representative

Introduction: When to Hand a Customer Off to Another RepresentativeВидеоHear from: Cory McLarenВидеоHow to Successfully Hand Off A CallВидеоSummary: When to Hand a Customer Off to Another RepresentativeЧтениеPractice Quiz: When to Hand a Customer Off to Another RepresentativeЗадание

Strategies for Customer Interactions in a Call Center

Introduction to SimulationsВидеоSimulation: Creating Positive Customer Interactions in a Call CenterPLUGINGraded Quiz: Creating Positive Customer Interactions in a Call CenterЗаданиеWeekly Review: Creating Positive Customer Interactions in a Call CenterВидео
03Data Entry for Call Center23 материалов

Customer Data

Introduction: Data Entry for a Call CenterВидеоCustomer Data OverviewВидеоApplying Data Entry for a Call CenterВидеоSummary: Customer DataЧтениеPractice Quiz: Customer DataЗадание

Privacy of Customer Data

Customer Data PrivacyВидеоCustomer Data UsageВидеоSummary: Privacy of Customer DataЧтениеPractice Quiz: Privacy of Customer DataЗадание

Logging Call Interactions

The Importance of Logging Customer InteractionsВидеоSummarization TipsВидеоSummary: Logging Call InteractionsЧтениеPractice Quiz: Logging Call InteractionsЗадание

Metrics for Employee Performance

Review of Metrics for EmployeesВидеоHear from: Cory McLarenВидеоThe Impact of Logging on MetricsВидеоSummary: Metrics for Employee PerformanceЧтениеMetricsОбсуждениеPractice Quiz: Metrics for Employee PerformanceЗадание

Applying Call Center Data in the Real World

Introduction to SimulationsВидеоSimulation: Data Entry for a Call CenterPLUGINGraded Quiz: Data Entry for a Call CenterЗаданиеWeekly Review: Data Entry for a Call CenterВидео
04De-escalation23 материалов

Appropriate Escalations

Introduction: De-escalationВидеоEscalations in Customer ServiceВидеоWhen to Escalate a CallВидеоEscalations as Problem-SolvingОбсуждениеSummary: Appropriate EscalationsЧтениеPractice Quiz: Appropriate EscalationsЗадание

Emotional Regulation for Tough Calls

Introduction to Emotional RegulationВидеоStrategies for Emotional RegulationВидеоEmotional Regulation in PracticeВидеоSummary: Emotional Regulation for Tough CallsЧтениеPractice Quiz: Emotional Regulation for Tough CallsЗадание

De-escalation Strategies

De-escalation StrategiesВидеоApplying De-escalation StrategiesВидеоSummary: De-escalation StrategiesЧтениеPractice Quiz: De-escalation TacticsЗадание

Documenting with Facts

Fact-Based DocumentationВидеоFact Based Documentation StrategiesВидеоSummary: Documenting with FactsЧтениеPractice Quiz: Documenting with FactsЗадание

Applying Deescalation Tactics in the Real World

Introduction to the De-escalation Tactics SimulationВидеоSimulation: De-escalationPLUGINGraded Quiz: DeescalationЗаданиеWeekly Review: De-escalationВидео
05Strategies for Success28 материалов

Creating an Effective Workplace

Introduction: Strategies for SuccessВидеоElements of an Effective WorkspaceВидеоSetting Up an Effective Workspace at a Call CenterВидеоSetting Up Your Workspace at HomeВидеоSummary: Creating an Effective WorkspaceЧтениеPractice Quiz: Creating an Effective WorkplaceЗадание

Using Time Management Skills

Time ManagementВидеоTime Management on a CallВидеоSummary: Using Time Management SkillsЧтениеPractice Quiz: Using Time Management SkillsЗадание

Adopting a Growth Mindset

Growth MindsetВидеоHabits for a Growth MindsetВидеоExploring Growth Mindset Approaches to Customer SupportВидеоGrowth MindsetОбсуждениеSummary: Adopting a Growth MindsetЧтениеPractice Quiz: Adopting a Growth MindsetЗадание

Creating a Collaborative Environment

Collaborative EnvironmentsВидеоCharacteristics of a Collaborative EnvironmentВидеоCreating a Collaborative EnvironmentВидеоSummary: Creating a Collaborative EnvironmentЧтениеHear from: Denielle BoothВидеоPractice Quiz: Creating a Collaborative EnvironmentЗадание

Evaluate Call Center Interactions

Introduction to Peer ReviewsВидеоWalkthrough of Peer Review StepsВидеоEvaluate Call Center InteractionsВзаимная проверкаWeekly Review: Strategies for SuccessВидеоCongratulations!Видео
Strategies for SuccessЗадание