Call Center Job Skills

Description

This course can help employees strengthen interactions with customers, understand digital customer service and improve customer satisfaction. The programĀ  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.

Skills Covered

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 call center performance

 

Topics Outline

  • The Fundamentals
  • Etiquette of Phone Calling
  • Toolbox of the Trade
  • Techniques & Strategies
  • Interrogative Approach
  • Benchmarking
  • SMART Goals
  • The Blueprint

 


SUBSCRIBE FOR UNLIMITED ACCESS TO ALL COURSES

 

For Individuals

For Teams