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Provided by: 123-CBT Computer Based Training Call Center Inbound Customer Service |
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Training
Provided by 123-CBT Computer Based Training
In Call Center: Inbound Customer Service, you will identify what challenges come from the situation, the caller, and the environment. You will learn what guidelines you should follow in order to provide excellent service and use your skills to fulfill your customers' needs.
Learn To
This course is for employees who provide customer service in a credit card center.
Deployment Options
e-Learning
Accreditation
NASBA credits: 3 CPE Credits
CEU credits: 0.30 CEUs
Language Options
US English
Total Learning Time
2 to 4 hours
Objectives
Unit 1: Background Information (0.5 - 1 hour)
Learn To
- Understand your role as a representative of your company.
- Maintain a positive attitude when providing service.
- Open and close a customer service telephone call properly.
- Solve a customer's problem.
- Handle a situation with an angry caller.
This course is for employees who provide customer service in a credit card center.
Deployment Options
e-Learning
Accreditation
NASBA credits: 3 CPE Credits
CEU credits: 0.30 CEUs
Language Options
US English
Total Learning Time
2 to 4 hours
Objectives
Unit 1: Background Information (0.5 - 1 hour)
- Recognize the importance of call center service.
- Understand your role as a representative of your company.
- Know the benefits of satisfying customers.
- Identify the guidelines you should follow to provide excellent service.
- Simulation Overview:
- Each of the simulations allows you practice the skills learned in the instructional content. You will enter realistic scenarios in which you will interact with a variety of individuals. By using the knowledge you have gained, you control the outcome of each simulation.
- Maintain a positive attitude when providing service.
- Use your voice to convey effective customer service.
- Emphasize the positive to your customers.
- Identify different types of customers.
- Open a customer service telephone call properly.
- Simulation Overview:
- In this simulation, you are a Customer Service Representative answering incoming customer calls. You will be working in the credit card application department, serving several customers with various needs. The diverse situations will require you to use your skills and leave each caller with a positive impression of your company.
- Understand the QLC process.
- Ask your customers appropriate questions.
- Listen effectively to customers.
- Confirm a customer's request.
- Take action to fulfill a customer's request.
- Simulation Overview:
- In this simulation, you are a Customer Service Representative handling callers who have various needs. You must answer questions and take action in order to meet their needs. Each situation requires you to have a positive attitude and build good relationships with your customers.
- Identify the sources of challenges you will face.
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This is primarily online training 
This is an online eLearning or CBT training program 
This program may be available on CD 
Contact 123-CBT Computer Based Training for more information Training Presented in: English
Call Center Inbound Customer Service
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About The Training Provider: 123-CBT Computer Based Training
123-CBT Computer Based Training - 123-CBT offers discount pricing on top quality eLearning
programs from leading computer based training providers. Many of the training courses are available both online or on CD so that you can study at home at your own pace:
E-Learning available for
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