Call Center Customer Service

This course is free and editable. Yours to re-brand and tailor to your needs!

Call Center Customer Service Free

By EdApp
5 Lessons
4.9
(14 reviews)

Let's explore the basics of Customer Service in a Call Centre environment Intended audience: Workers new to a call centre role

From the author: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!

Call Center Customer Service Lessons

Click through the microlessons below to preview this course. Each lesson is designed to deliver engaging and effective learning to your team in only minutes.

  1. Preparing for Your Calls
  2. Voice, Tone & Etiquette
  3. Parts of a Call
  4. Holds & Transfers
  5. Helping Difficult Customers

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What you will learn

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

Call Center Customer Service course excerpts

Preparing for Your Calls

Call Center Customer Service Course - Lesson Excerpt

Preparing for Your Calls

Preparing for Your Calls

As a Customer Service Representative, you have a very important role in the outcome of our company and in peoples' lives.

Preparing for Your Calls

When in need, people reach out to Customer Service for help; the best thing you can do for them is to be prepared.

Preparing for Your Calls

In this lesson we'll go over a few practices to help you put your best foot forward.

Preparing for Your Calls

Become familiar with all of the scripts available to you.

Preparing for Your Calls

If it helps, try printing your scripts and practicing them with a friend or co-worker. It can be fun to play roles at the same time can be useful rehearsal for the real calls.

Preparing for Your Calls

Eventually these scripts will feel like second nature. Still, it's important to stay abreast of updates.

Preparing for Your Calls

Voice, Tone & Etiquette

Call Center Customer Service Course - Lesson Excerpt

Voice, Tone & Etiquette

Voice, Tone & Etiquette

As a Customer Service Representative you are the main point of contact between our company and our customer.

Voice, Tone & Etiquette

This means maintaining a warm, interested and enthusiastic manner is paramount.

Voice, Tone & Etiquette

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

Voice, Tone & Etiquette

Parts of a Call

Call Center Customer Service Course - Lesson Excerpt

Parts of a Call

Parts of a Call

Introducing Yourself Your introduction should have four parts: Our company and department name. A "Hello!" Your name. and 4) "How may I help you today? Example: "Call-Site Customer Service. Hello, this is Amy. How may I help you today?"

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

Parts of a Call

Review any information or steps that the customer can take to help his or her problem in the future.

Parts of a Call

Always ask the customer, "Is there anything else I can help you with today?"

Parts of a Call

At the end of the conversation, remember to thank customers for their time and always let them hang up first.

Parts of a Call

Holds & Transfers

Call Center Customer Service Course - Lesson Excerpt

Holds & Transfers

Holds & Transfers

There will be times when you need to put customers on hold or transfer them to another department.

Holds & Transfers

This can be frustrating to customers, but there are ways to make these processes as smooth as possible.

Holds & Transfers

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

Holds & Transfers

If they do not want to be placed on hold, ask what they would prefer to happen, or if a call back would be possible.

Holds & Transfers

Helping Difficult Customers

Call Center Customer Service Course - Lesson Excerpt

Helping Difficult Customers

Helping Difficult Customers

Difficult customers are almost always initially intense.

Helping Difficult Customers

As a result, many first-time employees get rattled and try ending the interaction as quickly as possible.

Helping Difficult Customers

This usually leads to the customer becoming angrier.

Helping Difficult Customers

The second step is to Empathize The guest will eventually take a breather, take this opportunity to apologise. Empathize by verbally acknowledging what's making him or her displeased. There are many factors that could be at work here, so do not take any confrontation personally.

The third step is to Clarify.

Helping Difficult Customers

After apologizing and empathizing, repeating the guests' complaints lets them know you understand.

Helping Difficult Customers

This shows you are concerned and understand the issue, putting you in the position of being the customer's ** advocate.**

Helping Difficult Customers

Call Center Customer Service Course Author

EdAppEdApp is an award winning, mobile first microlearning platform with integrated authoring and delivery. EdApp contributes training courses that have been created by the in house instructional design specialists.

Users Also Learned

It could help me build a foundation to enter a customer care job.

Good lessons for beginners. Simple to understand..

Excellent for waking up the brain

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