10 Courses to Empower Customer Service Agents
We’ve carefully selected a list of 10 courses to empower customer service agents and help them boost their customer service knowledge and skills. These specialized courses cover topics such as proper call etiquette, difficult customer management, contact center operations, power phrasing, vocal techniques, and many more.
1. Call Center Customer Service
EdApp’s Call Center Customer Service course is a highly comprehensive microlearning course that focuses on the essentials of phone interaction, including preparing for a phone call, parts of a call, and voice, tone, and etiquette. Customer service representatives will learn about the importance of maintaining a warm, enthusiastic, and professional manner throughout the call. This is done to establish trust and encourage welcoming communication between the employee and the client. As they progress through the lessons, they’ll also learn how to properly hold and transfer calls, which can sometimes be a source of frustration for loyal customers if not handled well. The last part of this course talks about difficult customers and lists down the steps that customer service agents can take to effectively deal with them.
To start training your team, you can import this microlearning course directly from EdApp's course library. And through the authoring tool, you can edit, rebrand, and deploy the course directly to your workers’ mobile device in just a few easy clicks.
- Price: Free
- Length: 5 to 10 minutes per lesson
- Certification: Available
Created by EdApp
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2. Customer Service: Handling Complaints
Offered on EdApp, the Customer Service: Handling Complaints course by Università di Firenze is a 3-part microlearning program that covers tips and techniques to address customer complaints and negative reviews and different ways to resolve them with a quick response-time. Knowing how to address these issues plays an important role in strengthening customer relationships as it turns complaints and negative customer feedback into a positive customer experience. The lessons also discuss the ways to make customers feel at ease during a complaint, some of which include showing empathy, listening actively, and giving your customers full attention. It also delves into the LAST (listen, apologize, solve, thank) strategy and how it can be used to manage online complaints.
Import this free customer service training course directly from EdApp's course library. Even without design experience or coding knowledge, you can easily edit its content, incorporate games, add interactive elements, or rebrand the entire course in line with your organization’s branding guidelines.
- Price: Free
- Length: 5 to 10 minutes per lesson
- Certification: Available
Created by EdApp
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3. Online Customer Service Training Course
Anyone working in the customer service industry can greatly benefit from High Speed Training’s Online Customer Service Training Course. This elearning course aims to develop your employees with great customer service skills and enable them to provide the best experience for your customers through in-person interactions or communication channels like phone calls, emails, or live chat. With this 5-part course, your employees will be able to identify the different aspects of excellent customer service, develop essential communication skills, and understand the importance of social media. By the end of the last lesson, your employees will be given an assessment where they need to score at least 80%. Once they complete the entire course and pass the final test, they can also earn a certificate of completion.
- Price: £25 +VAT
- Length: 2 hours
- Certification: Available
Created by High Speed Training
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4. Customer Service
Customer Service is an online training program by vision2learn that focuses on helping customer service agents strengthen their understanding of customer care and improve their communication skills. The lessons discuss factors that can affect an organization and the customer service role, career pathways within customer service, as well as employee rights, responsibilities, and organizational procedures. Your workers can also expect a quick overview of customer service principles, customer service legislation, and customer needs and expectations. A huge chunk of the course talks about different communication methods, teamwork in customer service, and the importance of promoting and evaluating products and services.
You can easily deploy this training program for your employees since there are no prerequisites. With vision2learn, learners will also have access to online support, an online forum, and a dedicated tutor to help with lessons.
- Price: Free
- Length: 9 to 11 weeks and 10 hours per week
- Certification: Available
Created by vision2learn
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5. Dealing with Difficult Customers
Designed originally for customer service workers in the hospitality industry, EdApp’s Dealing with Difficult Customers course can also help customer service agents understand the types of difficult customers and how to handle them. It delves into the best practices for meeting customer needs and solving their problems and more specific topics like how to respond to guest complaints and handle wrong orders. When your customer service employees are equipped with the right problem-solving skills, they can quickly respond to customer concerns, attend to their needs, and provide them with excellent customer service. The course features a few interactive quizzes in between the lessons to help drive better retention results and make learning more fun and engaging. It’s also divided into 4 easily digestible lessons that your employees can complete in just a few minutes.
- Price: Free
- Length: 5 to 10 minutes per lesson
- Certification: Available
Created by EdApp
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6. Contact Center Basics
For employees with little to no experience working in contact centers, it can be difficult to handle customer service tasks without proper training. With this in mind, industry veterans and elearning professionals from The Call Center School developed the Contact Center Basics course to empower customer service agents and provide them with comprehensive customer service training ideas about contact center operations. They also designed it as a foundational onboarding program for new customer service employees.
Overall, the self-paced elearning course is divided into 3 modules that discuss the definition of contact centers, contact center operations, as well as performance measures and professional employee development. Some of the other topics covered in the lessons include the differences between call centers and contact centers, functions of contact center key departments, and the core technologies used in contact centers. like CRMs The last part of the training program highlights the importance of shared objectives in contact centers and the benefits of having a professional development plan.
- Price: $19 USD
- Length: 1 hour
- Certification: Available
Created by The Call Center School
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7. Speaking with Confidence
Confidence is one of the key aspects of providing excellent customer care. With that in mind, EdApp designed the Speaking with Confidence course to empower customer service agents, improve their communication skills, and ultimately boost their confidence when speaking with customers. The course provides some tips on how to interact confidently and hold better conversations with clients, techniques to eliminate verbal fillers, and how to practice fluency. The content of this mini-training program has been structured in bite-sized chunks that only take a few minutes to complete. It has also incorporated learning formats like audio narration and short-form videos, which make the training more interactive for your learners. There are also a few gamification elements like find-a-word, categorize and match, and elevator games to ensure higher course engagement and retention rates.
- Price: Free
- Length: 5 to 10 minutes per lesson
- Certification: Available
Created by EdApp
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8. Call Center Customer Service by Universal Class
Call Center Customer Service by Universal Class is a 10-part online course designed to provide customer service agents with the knowledge and skills needed to effectively handle customer concerns. The course is delivered through a combination of videos and supplemental articles that go into detail about the importance of customer service, proper telephone etiquette, communication skills, and CRS technologies, which include telephone, internet, and live chat capabilities. It then teaches workers how to provide excellent phone service, handle difficult customers, deal with diversity, and manage their customer service position. There’s also a lesson that walks learners through different call center scenarios to prepare them for future interactions.
While the course is designed for self-paced learning, it can only be accessed and completed within 6 months from the date of purchase via a web browser. Once learners have completed all their lessons, they have to score at least 70% on their final assessment to earn a certificate.
- Price: $50 USD (no certificate included), $75 USD (certificate included)
- Length: 6 hours
- Certification: Available
Created by Universal Class
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9. First Class Phone Skills
First Class Phone Skills is another customer service course designed by The Call Center School that focuses on foundational communication skills and telephone etiquette for call center representatives. Divided into 3 modules, this training program covers everything from call flow and phone etiquette essentials to power phrasing and vocal techniques. Some of the topics discussed include the importance of first impressions, caller shuffle, voice messaging etiquette, the power of positive words, commonly misused and mispronounced words, vocal impression, and vocal characteristics. By the end of the lessons, customer service agents will be able to effectively open and close calls, avoid negative phrases, select the right words to convey a message, overcome communication challenges, and maintain good vocal health.
This self-paced online training program provides learners with a mix of different formats, including video, narratives, scenarios, and self-assessments, all of which make the learning experience more fun and interactive.
- Price: $49 USD
- Length: 4 hours and 37 minutes
- Certification: Available
Created by The Call Center School
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10. Excellent Customer Service through Communication
Also available on EdApp, Excellent Customer Service Through Communication can be used as a follow-through course after completing the Speaking with Confidence course. Designed specifically for customer service employees, this free training program helps them develop essential communication skills such as proper enunciation, active listening, and confident speaking techniques. It also provides insights on the importance of improving communication skills, especially in the customer service industry. After completing this self-paced microlearning course, customer service representatives will be able to apply the different concepts of excellent customer service on their calls. A huge advantage of this course is that it’s free and completely editable so you can tailor it to your company’s specific customer service guidelines before deploying it to your teams.
- Price: Free
- Length: 5 to 10 minutes per lesson
- Certification: Available
Created by EdApp
Explore the courseProvide excellent customer support with courses to empower customer service agents
Customer service agents play an integral role in bridging the gap between organizations and customers. And because a customer prioritizes the customer service aspect when buying a product or service or dealing with a concern, it’s important for a company’s customer service representatives to have the knowledge and skills to provide them with excellent service. If a company doesn’t have any customer service systems in place or if their workers lack foundational customer service training, which can reflect poor customer service, they can quickly lose customers and experience negative growth. As an organization, it’s important to have a proactive customer success team and provide in-depth courses to empower customer service agents. Armed with proper training, employees will be better equipped to deal with different types of customers and increase customer satisfaction and customer loyalty.