Call Center Job Skills
This course can help employees strengthen interactions with customers, understand digital customer service and improve customer satisfaction. The program serves as a fantastic resource for call centers looking to strengthen their employees' customer service skills. Lessons provide a comprehensive overview of skills needed to interact with customers online and over the phone, techniques for handling difficult customers and ways to track call center performance.
Course Overview
This course can help employees strengthen interactions with customers, understand digital customer service and improve customer satisfaction.The program serves as a fantastic resource for callcenterslooking to strengthen their employees' customer service skills. Lessons provide a comprehensive overview of skills needed to interact with customers online and over the phone, techniques for handling difficult customers and ways to track call center performance.
Learning Outcomes
After completing this course, employees should understand the following:
- Basics of call centers and call center agents
- Skills call center agents need to properly interact with customers
- How to ensure call center customer satisfaction
- Best ways to handle difficult customers in a call center
- Telephone and digital customer service basics
- Metrics for tracking callcenterperformance
Course Outline
- The Fundamentals
- Etiquetteof Phone Calling
- Toolbox of the Trade
- Techniques & Strategies
- Interrogative Approach
- Benchmarking
- SMART Goals
- The Blueprint
