Customer Service - Contact Centers

An introductory course about understanding the foundations of Contact Centers in Customer Service.
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  • Lectures 23
  • Length 1.5 hours
  • Skill Level All Levels
  • Languages English
  • Includes Lifetime access
    30 day money back guarantee!
    Available on iOS and Android
    Certificate of Completion
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About This Course

Published 5/2014 English

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.

What are the requirements?

  • Basic understanding of the business industry
  • Knowledge of the English language
  • Completed the Custer Service Foundation course

What am I going to get from this course?

  • 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

What 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.

What you get with this course?

Not for you? No problem.
30 day money back guarantee.

Forever yours.
Lifetime access.

Learn on the go.
Desktop, iOS and Android.

Get rewarded.
Certificate of completion.

Curriculum

Section 1: Introduction
Introduction to the Program
Preview
01:47
Section 2: Contact Centres
01:49

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

02:44

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

Quiz One
2 questions
2 pages

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

Section 3: Communication
03:08

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

03:12

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

Quiz Two
2 questions
9 pages

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

Section 4: Communication Methods
01:53

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

04:20

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

03:35

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

02:55

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

Quiz Three
2 questions
2 pages

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

Section 5: Dealing with Customers
03:00

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

03:10

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

Quiz Four
2 questions
Section 6: Problems to Avoid
02:37

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

03:32

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

04:07

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

Quiz Five
2 questions
Section 7: Course Resources
22 pages

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

3 pages

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

Section 8: Certification
Exam and Evaluation Information
01:18
1 page

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.

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.

01:27

A final message from our CEO.

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Instructor Biography

The Art Of Service, Quality education for Career Driven IT Professionals

What drives us?

In one word? YOU

You are front, center and behind every decision we make in our business.

  • You are starting out in the IT industry
  • You are serious about your career
  • You need certifications on your resume to get that first interview

For you we created the Foundation level courses as well as the Core Series for IT

  • You are an IT Professional with a proven career
  • You need to stay in touch with changes in the industry
  • You need to continue to show your value to the business to ensure your job is secure
  • You want to find out what else would make your IT career more solid

For you we created the Specialist and Intermediate level courses as well as the Core Series for IT

  • You are implementing Processes and methodologies in your company
  • You are managing a team of people and need to look good
  • You started your own business and are looking for template documents to ‘hit the ground running’
  • You need to present on a subject at the next team meeting and are not quite sure where to start

For you we created the Toolkits as well as the Core Series for IT


Our motto:
Every Career driven IT Professional needs to be able to afford quality IT educational materials to stay relevant in their job, irrespective of current position, budget or geographical location.

We do most of the work behind the scenes so that you can focus on your professional education and your career within the IT industry.

We see it as our job to ensure we give you the most up to date information you need to succeed in achieving that goal at a price-point that is makes it accessible to most professionals.

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