Call Center Customer Service

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About this course

This course provides the perfect call center training program outline to individuals who are required to utilise telephone processes in their job. Various skills and techniques are taught and consolidated through 5 useful modules in the Call Center Customer Service course. The course will teach learners how to prepare for the call, phone etiquette, parts of a call, handling difficult customers, and more areas essential to call center customer service success. If you want to learn more about how to ace your call process, jump into this 5-part call center training course!

What you'll learn

  • Preparing for Your Calls
  • Call Center Customer Service Etiquette
  • Parts of a Call
  • Holds & Transfers
  • Helping Difficult Customers

Course Content

  • Preparing for Your Calls

    Lesson Excerpts

    • Become familiar with all of the scripts available to you.

      Become familiar with all of the scripts available to you.
    • When in need, people reach out to Customer Service; the best thing you can do for them is to be prepared .

    • Practice Active Listening Daily

  • Voice, Tone & Etiquette

    Lesson Excerpts

    • Your voice should be enthusiastic and your tone professional. We should sound engaged and eager to help our customer.

      Your voice should be enthusiastic and your tone professional. We should sound engaged and eager to help our customer.
    • With a customer, our tone should be enthusiastic and professional. We should sound eager to help our customer.

    • What's the difference between professional and formal tones?

  • Parts of a Call

    Lesson Excerpts

    • When closing the call, recap any actions that you will take and be specific about the time frame the customer can expect results.

      When closing the call, recap any actions that you will take and be specific about the time frame the customer can expect results.
    • Give me a moment while I gather that information for you.

    • Consistent Help

  • Holds & Transfers

    Lesson Excerpts

    • Remember to wait for the customer's answer before putting them on hold.

      Remember to wait for the customer's answer before putting them on hold.
    • Thank you for holding.

    • You should not put a customer on hold for over ## minutes.

  • Helping Difficult Customers

    Lesson Excerpts

    • Helping Difficult Customers

      Helping Difficult Customers
    • Difficult customers are almost always initially intense.

      Difficult customers are almost always initially intense.
    • The third step is to Clarify.

      The third step is to Clarify.

Course Author

EdApp

EdApp is a leader in training for the mobile workforce. As a microlearning platform EdApp delivers tens of thousands of lessons a day globally. The use of gamification and social learning make EdApp a platform that boasts engagement across the board. The content library now lets you access world class content for you and your team. EdApp has set out to democratize learning and give everyone a classroom in their pocket.

Selected Review

"This course helped me develop relevant skills for better performance in my call center customer service role in an engaging and extremely effective way. I loved how each lesson focused on a different technique, as well as the bite-sized modules - perfect for my busy day!"

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