Customer Service - Contact Centers
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Customer Service - Contact Centers

An introductory course about understanding the foundations of Contact Centers in Customer Service.
5.0 (1 rating)
Instead of using a simple lifetime average, Udemy calculates a course's star rating by considering a number of different factors such as the number of ratings, the age of ratings, and the likelihood of fraudulent ratings.
11 students enrolled
Last updated 5/2014
English
Current price: $10 Original price: $50 Discount: 80% off
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Includes:
  • 43 mins on-demand video
  • 1 min on-demand audio
  • 7 Supplemental Resources
  • Full lifetime access
  • Access on mobile and TV
  • Certificate of Completion
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What Will I 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
View Curriculum
Requirements
  • Basic understanding of the business industry
  • Knowledge of the English language
  • Completed the Custer Service Foundation course
Description

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):

·Communication Strategies

·Contact Centers

·Making Decision and Assertiveness

·Delivering presentations and Public Speaking

·Conflict Resolution

·Customer Relationship Management

·Sales

·Retail

From the eight Customer service Intermediate programs that are available, you will select a minimum of five programs in order to be eligible to sit the Intermediate Exam and progress to the Expert program, each Intermediate program will earn you 3 points toward your Customer Service Expert Certificate (minimum 17 points entry requirement). There is an examined component at this level. The exam consists of 50 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.

Once you've completed the course, email our exam department at exams@artofservice.com.au to purchase your exam voucher and sit your final exam.

Who is the target audience?
  • Anyone looking to gain an understanding of the Contact Centers for Customer Service and its practical application in the business environment.
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Curriculum For This Course
Expand All 23 Lectures Collapse All 23 Lectures 01:24:34
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Introduction
1 Lecture 01:47
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Contact Centres
3 Lectures 04:33

This lecture will discuss what Contact Centers are and who their customers are.

Preview 01:49

This lecture will talk about who performs the work and shows the comparison between people and technology.

Preview 02:44

Quiz One
2 questions

This PDF file contains Section 2 of this course. You can download the course reading at the end of this course.

Reading Assignment 1
2 pages
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Communication
3 Lectures 06:20

This lecture will discuss the absence of body language in communicating and verbal communication.

Preview 03:08

This lecture will discuss the differences between listening, hearing, and active listening and what the attitude should be towards customers in contact centers.

Preview 03:12

Quiz Two
2 questions

This PDF file contains Section 3 of this course. You can download the course reading at the end of this course.

Reading Assignment 2
9 pages
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Communication Methods
5 Lectures 12:43

This lecture will talk about communication methods in contact centers, namely interactive voice response.

Introduction and Interactive Voice Response
01:53

This lecture will talk about communication methods in contact centers, namely email, websites, post, and fax.

Email, Websites, Post and Fax
04:20

This lecture will talk about communication methods in contact centers, namely telephones and face-to-face communication.

Telephone and Face-to-Face
03:35

This lecture will talk about communication methods in contact centers, namely short messaging systems.

Short Messaging Systems
02:55

Quiz Three
2 questions

This PDF file contains Section 4 of this course. You can download the course reading at the end of this course.

Reading Assignment 3
2 pages
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Dealing with Customers
2 Lectures 06:10

This lecture will talk about dealing with customers regarding phone call phases and asking the right questions.

Phone Call Phases and Asking the Right Questions
03:00

This lecture will talk about dealing with customers such as taking messages and caller tolerance.

Taking Messages and Caller Tolerance
03:10

Quiz Four
2 questions
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Problems to Avoid
3 Lectures 10:16

This lecture will discuss problems to avoid in contact centers, namely phone tag.

Introduction and Phone Tag
02:37

This lecture will discuss problems to avoid in contact centers, namely vulgarity and abusive callers.

Vulgarity and Abusive Callers
03:32

This lecture will discuss problems to avoid in contact centers, namely difficult customers and careless management.

Difficult Customers and Careless Management
04:07

Quiz Five
2 questions
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Course Resources
2 Lectures 00:00

This e book contains the section of Contact Center of the Customer Service Intermediate course in a PDF format.

Contact Center Course Reading
22 pages

This PDF file contains all the answers to all the quizzes in each section of this course.

Quiz Answer Sheet
3 pages
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Certification
4 Lectures 02:45
Exam and Evaluation Information
01:18

The Customer Service Intermediate Program is made up of 8 courses. For you to be eligable to sit in the official Certification exam, you need to complete 5 courses of the 8 courses to qualify to sit the Customer Service Intermediate exam and continue along the Customer Service Pathway.

All 8 Intermediate topics inlcude (in no particular order):

·Communication Strategies

·Contact Centers

·Making Decision and Assertiveness

·Delivering presentations and Public Speaking

·Conflict Resolution

·Customer Relationship Management

·Sales

·Retail

Once you've completed the 5 courses, email our exam department at exams@artofservice.com.au to purchase your exam voucher and sit your final exam. Access includes the complete Customer Service Intermediate Certification Book (which includes all 8 courses), a step-by-step procedure on how to take the final exam and how to obtain your exam certification.

We suggest that you read the complete Customer Service Intermediate Certification Book before you take the exams so that you may be able to review that chapters you did not select.

You will receive a PDF certificate through your email upon passing the examination.

Final Exam
1 page

We are always in the process of improving our courses and procedures for a better learning experience for our students. Your input is very important to us.


Follow the step-by-step procedure on taking the evaluation and receiving your certificate of completion.

Evaluation Form
1 page

A final message from our CEO.

Conclusion - Final Lecture
01:27
About the Instructor
The Art Of Service
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366 Reviews
4,639 Students
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