Provided by: Serebra Learning Corporation

Call Center Customer Service

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Training Provided by Serebra Learning Corporation

Have you just become a call center customer service representative? Maybe you are experiencing some feelings of anxiety, as do many novice agents. You may be concerned about dealing with customers' issues one-on-one. Fortunately, there is a comprehensive training course for people in your situation. This course will help you overcome reservations about customer service in a call center setting. This course for potential or new call center agents is designed to introduce the learner to the necessary information and tools required to professionally handle customer service calls in a call center environment. Becoming a great customer service representative requires having finely tuned communication skills. Therefore, it is suggested that the you take the course "Call Center Communication Skills" prior to taking the Call Center Customer Service course. This series is targeted for new front-line agents at a call center.

Training Avaliability and Delivery

This is primarily online training
	This is an online eLearning or CBT training program
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Training Presented in:

English

Related Keywords: sales customer facing skills service frontline call center listening recognize importance appropriate technique skills required actively listen others examples passive behavior given scenario needs identifying customers needs ensure maintain satisfaction appropriate listening questioning empathy techniques customer needs confidence techniques ensure customer satisfaction difficult situations handling calls professional manner handle difficult call apply basic satisfy expectations

Training Program Details

Audience

This series is targeted for new front-line agents at a call center.

Topics

Objectives

recognize the importance of using the appropriate listening technique.
use the skills required to actively listen to others.
identify examples of passive listening behavior, given a scenario.Customer Needs
recognize the importance of identifying customers' needs to ensure and maintain customer satisfaction.
use the appropriate listening, questioning, and empathy techniques to identify customer needs.
use confidence techniques to ensure customer satisfaction.Difficult Situations
recognize the importance of handling difficult calls in a professional manner.
handle a difficult call in a professional manner.
apply basic customer service problem-solving principles to satisfy customer needs and expectations.

About Serebra Learning Corporation - Training Provider

Serebra Learning Corporation - Serebra Learning Corporation provides technology-based training solutions through a combination of Cortex, its proprietary learning management system (LMS), and a curriculum catalog with over 1,825 current courseware titles. Founded in 1987 (as FirstClass Systems, with a name change to Serebra in 2001), Serebra has over sixteen years" experience delivering e-learning solutions to both...

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