The Call Center Customer Service course requires a practical skill set of data entry and organization of information/resources. In addition, communicating with only the voice uses a wide range of communication skills. This course will provide you with practical experience in data entry and customer privacy, and the opportunity to evaluate sample interactions between a call center customer service representative and a customer. You will also have the opportunity to respond to sample calls where you can demonstrate great customer service.
Call Center Customer Service
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Call Center Customer Service
This course is part of CVS Health Call Center Customer Service Professional Certificate
Instructor: Cory McLaren
5,327 already enrolled
Included with 
Gain insight into a topic and learn the fundamentals.
4.8
(65 reviews)
Beginner level
Recommended experience
Flexible schedule
Approx. 19 hours
Learn at your own pace
99%
Most learners liked this course
Skills you'll gain
Details to know
Shareable certificate
Add to your LinkedIn profile
Assessments
25 assignments
Taught in English
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This course is part of the CVS Health Call Center Customer Service Professional Certificate
When you enroll in this course, you'll also be enrolled in this Professional Certificate.
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- Gain a foundational understanding of a subject or tool
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There are 5 modules in this course
This week you learn about a typical day in the life of a call center representative. You also learn about different roles in a call center and how to collaborate with your team members and management. You finish the week by learning the importance of positive call center experiences for customers.
What's included
16 videos5 readings4 assignments2 discussion prompts
This week you learn how to make a positive impact on a call through your greeting and your tone. Then you learn about call center metrics and how your job performance will be measured. You finish the week by exploring strategies to navigate customer service calls and how to hand off a call to another representative if needed.
What's included
19 videos6 readings6 assignments1 discussion prompt1 plugin
This week you learn about the data you need to collect from the customer when they call. You learn how to log the appropriate data and keep track of your interactions with customers.
What's included
12 videos4 readings5 assignments1 discussion prompt1 plugin
This week you learn how to handle a customer interaction when it gets tricky. You learn how to de-escalate a difficult situation and when you need to escalate the call to someone else on your team.
What's included
12 videos4 readings5 assignments1 discussion prompt1 plugin
This week is all about learning how to be successful in your role everyday. You will learn how to set up an effective workplace as well has strategies to manage your time throughout the day. You will discover how to have a growth mindset and contribute to your call center team.
What's included
17 videos4 readings5 assignments1 peer review1 discussion prompt
Instructor
Instructor ratings
4.7 (19 ratings)Offered by
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University of Illinois Urbana-Champaign
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Frequently asked questions
Access to lectures and assignments depends on your type of enrollment. If you take a course in audit mode, you will be able to see most course materials for free. To access graded assignments and to earn a Certificate, you will need to purchase the Certificate experience, during or after your audit. If you don't see the audit option:
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