Customer Service – Contact Centers

Customer Service – Contact Centers, available at $22.99, has an average rating of 4.41, with 23 lectures, 5 quizzes, based on 527 reviews, and has 1381 subscribers.

You will learn about Understanding contact centers Learning communication in contact centers Identifying communication methods in contact centers Learning to deal with customers in contact centers Learning to avoid problems in contact centers This course is ideal for individuals who are Anyone looking to gain an understanding of the Contact Centers for Customer Service and its practical application in the business environment. It is particularly useful for Anyone looking to gain an understanding of the Contact Centers for Customer Service and its practical application in the business environment.

Enroll now: Customer Service – Contact Centers

Summary

Title: Customer Service – Contact Centers

Price: $22.99

Average Rating: 4.41

Number of Lectures: 23

Number of Quizzes: 5

Number of Published Lectures: 16

Number of Published Quizzes: 5

Number of Curriculum Items: 28

Number of Published Curriculum Objects: 21

Original Price: $39.99

Quality Status: approved

Status: Live

What You Will Learn

Understanding contact centers
Learning communication in contact centers
Identifying communication methods in contact centers
Learning to deal with customers in contact centers
Learning to avoid problems in contact centers

Who Should Attend

Anyone looking to gain an understanding of the Contact Centers for Customer Service and its practical application in the business environment.

Target Audiences

Anyone looking to gain an understanding of the Contact Centers for Customer Service and its practical application in the business environment.

Customer Service professionals need to know a whole lot more about the various ways of delivering services to the customers. It is no longer sufficient just to know the basics.

There have been so many changes in customer expectations and with service delivery, which is why we have created a completely new series of qualifications and certifications. The Customer Service Certification Pathway has been created to support students in their aim to gain relevant qualifications that practically apply to the ever-changing world of customer services.

The Customer Certification Pathway has three main parts: The Customer Service Foundation Program, Customer Service Intermediate Program, and the Customer Service Expert Program.

First part is the The Customer Service Foundation Program which focuses on the fundamentals, general knowledge, terminology and basic concepts used in Customer Service. You must complete this level as a pre-requisite for sitting the Customer Service Intermediate Exam.

Next on the Certification Pathway is the Customer Service Intermediate Program which is made up of 8 courses. All Intermediate topics include (in no particular order):

Customer Service Foundation
Intermediate – Communication Strategies, Conflict Resolution and Making Decision and Assertiveness
Intermediate – Contact Centers, CRM and Delivering presentations and Public Speaking
Intermediate – Sales and Retail
Customer Service Expert Level

Each Customer service Intermediate programs available, you will be eligible to sit the Exam and progress to the Expert program.

The exam consists of multiple choice questions, related to the subjects you have chosen.

The next and final level is Customer Service Expert program. This is specifically aimed at Customer Service Supervisors and Managers who wish to consolidate their knowledge and experience and achieve formal recognition of their skills.

Please note: No individual exam is available for this course. The Intermediate exam is available which covers this topic however we recommend completing courses from the above list to better prepare for the exam.

The Art of Service

Course Curriculum

Chapter 1: Introduction

Lecture 1: Introduction to the Program

Chapter 2: Contact Centres

Lecture 1: What is a Contact Centre and Who are your Customers

Lecture 2: Who Performs the Work and People vs Technology

Chapter 3: Communication

Lecture 1: Introduction, Absence of Body Language and Verbal Communication

Lecture 2: Listening vs Hearing, Active Listening and Attitude to Customers

Chapter 4: Communication Methods

Lecture 1: Introduction and Interactive Voice Response

Lecture 2: Email, Websites, Post and Fax

Lecture 3: Telephone and Face-to-Face

Lecture 4: Short Messaging Systems

Chapter 5: Dealing with Customers

Lecture 1: Phone Call Phases and Asking the Right Questions

Lecture 2: Taking Messages and Caller Tolerance

Chapter 6: Problems to Avoid

Lecture 1: Introduction and Phone Tag

Lecture 2: Vulgarity and Abusive Callers

Lecture 3: Difficult Customers and Careless Management

Chapter 7: Course Resources

Lecture 1: Quiz Answer Sheet

Chapter 8: Certification

Lecture 1: Final Exam

Instructors

The Art Of Service
Quality education for Career Driven IT Professionals

Rating Distribution

1 stars: 7 votes
2 stars: 5 votes
3 stars: 49 votes
4 stars: 186 votes
5 stars: 280 votes

Frequently Asked Questions

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You can view and review the lecture materials indefinitely, like an on-demand channel.

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