Call Center Training
English
30-Day Money Back Guarantee
Full Lifetime Access
Self-Paced
Finish in
52 mins!
Finish in
52 mins!
Made for for
Employees
only
Employees
only
Certificate
of Completion
of Completion
Mobile -
Friendly
Access
Friendly
Access
What you'll learn
Learn how to answer customer inquiries, and handle complaints. This also includes the duties to be performed and tone of the calls, when and how to escalate a call to a manager or other department, documentation protocols, and many more.
Skills covered in this course
Description
Most companies, whether they sell products or provide services, are in the same business - the relationship business. To that end, customer service goes well beyond a specific job title; from the person who answers your phone to the customer service rep in charge of handling complaints, everyone in your company will benefit from being included in your customer service training programs to some extent. Learn all about it in this extensive guide.
System Requirements
• Windows 7 and newer
• Mac OS 10 and newer
Supported Browsers:
The current and previous major releases of the following browsers
• Safari v11 and higher
• Firefox v65 or higher
• Chrome v70 and higher
• Microsoft Edge v42 and higher
• Internet Explorer v11 and higher (Windows only- may exhibit visual differences from other
browsers)
Computer Speed and Processor:
• Use a computer 5 years old or newer when possible.
• 1GBofRAM
• 2GHz processor
Author
Making the Workplace Safer and Smarter
HSI (Health & Safety Institute) is a recognized leader in Environmental, Health and Safety (EHS) and workforce development software, training, and compliance solutions.
HSI is your single-source partner for EHS, Compliance, and Professional Development solutions. HSI provides integrated e-learning content, training solutions, and cloud-based software designed to enable your business to improve safety, operations, and employee development. Across all industries, we help safety and technical managers, human resources, first responders, and operational leaders train and develop their workforce, keep workers safe, and meet regulatory and operational compliance requirements. We are a unique partner that offers a suite of cloud-based software solutions including learning management, safety management, chemical SDS management, and more, integrated with our content and training so businesses can not only monitor and manage multiple workflows in one system, but train employees via one partner.
Call Center Training
Call Center Training: Duties of the Customer Service Representative
A customer service rep takes calls from customers. That's not hard to figure out. But there's so much more to this role than you might realize, if you've never worked in a call center. In this course, we'll go over the various responsibilities to this essential role. Whether you're called a customer service agent or associate, your duties might include solving customer problems, answering questions, offering technical support, documenting issues and requests, meeting call quotas, and most importantly, being a positive representative for your company.
Call Center Training: Skills of the Customer Service Representative
In our last course, we talked about what to do as a call center representative. Here, we'll discuss HOW you'll accomplish those things. In other words, the skills you'll need to excel at your job. We'll cover the knowledge you should have in order to do your job well. We'll talk about the importance of paying attention to details, taking thorough notes, and developing emotional intelligence. We'll also discuss getting creative, staying organized, and being flexible.
Call Center Training: Phone Etiquette
What's the first thing you need to know when working as a call center representative? How to communicate well on the telephone! In this course, we'll talk about things like what to say as a greeting, how to remain polite, and using proper vocal tone and volume. We'll cover some helpful tips on being a better call-taker and how to politely place people on hold.
Call Center Training: Active Listening
Getting to the root of a customer's issue requires listening, of course. As a successful call center representative, there's a lot that goes into listening well. In this course, we'll discuss what it means to be an active listener and how that skill should be applied to your job. We'll go over some active listening tips and techniques, including ways to show that you're listening, avoiding assumptions, taking notes, and confirming that you understand.
Call Center Training: Asking Good Questions
As a call center representative, you'll learn quickly that every call and every caller are unique. A solution may work for some, but not for others. New problems and complaints arise all the time and you must learn to quickly and effectively troubleshoot these issues. You might even be required to sell or upsell. To do any of this well, you have to ask the right questions. You need to get to the root of the customer's issues to find a resolution, or you need to determine the customer's unmet needs in order to sell them a product that will meet those needs. In this course, we'll go over how to ask good questions. We'll discuss basic troubleshooting and how to use the TED approach in your questioning. We'll talk about more advanced troubleshooting techniques and how the funnel questioning method works. We'll also go over questions you can ask to find more sales opportunities.
Call Center Training: Don't Say This!
When you're working in a call center, there are a lot of things you need to remember to say. This might include your greeting, good questions to ask, your company script, etc. Have you ever thought about what you shouldn't say? Believe it or not, there are ten phrases that you should never say when you're on a call with a customer, and that's what we're going to cover in this course.
Call Center Training: Troubleshooting
As a call center representative, one of your main duties will be to solve people's problems with your company's products or services. To do this, you need to learn how to troubleshoot a customer's issue to find the root cause and figure out the best solution. In this program, we'll talk about how to become a better troubleshooter. We'll go over how to get to the root cause of a customer's issue, how to evaluate the situation, what you should do to find a possible solution, and how to carry out that solution.
Call Center Training: Handling Angry Callers
Dealing with angry customers is a brutal, yet unavoidable, part of your job as a call center representative. As you grow more experienced, you'll find that there are helpful techniques that will allow you to handle these customers with ease. That's what we'll be covering in this program. We'll discuss listening, apologizing, and taking responsibility on behalf of the company. We'll talk about how to deal with customers who are really upset and swearing. We'll also go over some things you want to avoid when talking to an angry customer.
Call Center Training: Escalating Issues
When you're handling customer issues, you always want to be able to solve it yourself. This is what's known as First Call Resolution, or FCR, and it's what every call center hopes will happen. But sometimes there are problems that are too complex, customers who are too demanding, or issues that are outside your scope. In those cases, you may need to escalate the issue. In this program, we'll talk about what that means. We'll go over some common reasons to escalate a call, and we'll also cover how it should be done.
