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Customer Service - Contact Centers
Highest Rated
5,016 students
Customer Service - Contact Centers
An introductory course about understanding the foundations of Contact Centers in Customer Service.
Created byThe Art Of Service
Last updated 3/2023
English
What you'll 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
Explore related topics
Course content
8 sections • 16 lectures • 41m total length
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):
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
Who this course is for:
- Anyone looking to gain an understanding of the Contact Centers for Customer Service and its practical application in the business environment.