Call Center Customer Service (Coursera)

By the end of the course, you will be able to:

-Create positive interactions with customers

-De-escalate conflict with customers

-Create solutions to customer problems

-Describe the different roles in call center customer service

To be successful in this course, it is recommended that you complete the two courses in this program.

Course 3 of 4 in the CVS Health Call Center Customer Service Professional Certificate.

Syllabus

WEEK 1

Introduction to Call Center Customer Service

This week you learn about a typical day in the life of a call center representative. You also learn about different roles in a call center and how to collaborate with your team members and management. You finish the week by learning the importance of positive call center experiences for customers.

WEEK 2

Creating Positive Customer Interactions in a Call Center

This week you learn how to make a positive impact on a call through your greeting and your tone. Then you learn about call center metrics and how your job performance will be measured. You finish the week by exploring strategies to navigate customer service calls and how to hand off a call to another representative if needed.

WEEK 3

Data Entry for Call Center

This week you learn about the data you need to collect from the customer when they call. You learn how to log the appropriate data and keep track of your interactions with customers.

WEEK 4

De-escalation

This week you learn how to handle a customer interaction when it gets tricky. You learn how to de-escalate a difficult situation and when you need to escalate the call to someone else on your team.

WEEK 5

Strategies for Success

This week is all about learning how to be successful in your role everyday. You will learn how to set up an effective workplace as well has strategies to manage your time throughout the day. You will discover how to have a growth mindset and contribute to your call center team.