Will I earn university credit for completing the Specialization?

No, you will not earn university credit for completing this Specialization.

What will I be able to do upon completing the Specialization?

This program will help you launch a career as a customer service associate.

Who is this program for?

This program is for anyone looking to launch a career as a customer service associate in a call center.

Is this course really 100% online? Do I need to attend any classes in person?

This course is completely online, so there’s no need to show up to a classroom in person. You can access your lectures, readings and assignments anytime and anywhere via the web or your mobile device.

When will I have access to the lectures and assignments?

<text variant="body2">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: <text variant="body2">The course may not offer an audit option. You can try a Free Trial instead, or apply for Financial Aid. <text variant="body2">The course may offer 'Full Course, No Certificate' instead. This option lets you see all course materials, submit required assessments, and get a final grade. This also means that you will not be able to purchase a Certificate experience.

Can I just enroll in a single course?

Yes! To get started, click the course card that interests you and enroll. You can enroll and complete the course to earn a shareable certificate. When you subscribe to a course that is part of a Certificate, you’re automatically subscribed to the full Certificate. Visit your learner dashboard to track your progress.

CVS Health Call Center Customer Service Professional Certificate

Launch your career in call center customer service. Build job-ready skills to land your next role in call center customer service.

Instructors: Denielle Booth

Included with Coursera Plus

Learn more

4 course series

Earn a career credential that demonstrates your expertise

4.7

(271 reviews)

Beginner level

Recommended experience

2 months at 10 hours a week

Flexible schedule

Earn a career credential

Share your expertise with employers

4 course series

Earn a career credential that demonstrates your expertise

4.7

(271 reviews)

Beginner level

Recommended experience

2 months at 10 hours a week

Flexible schedule

Earn a career credential

Share your expertise with employers

What you'll learn

Create positive interactions with customers and de-escalate conflict
Create solutions to customer problems
Describe different roles in call center customer service

Overview

The demand for call center customer service representatives is huge, there are thousands of open job roles in the US alone. If you are someone that enjoys talking to people and solving problems and are ready for new experiences, then this program is right for you. Customer service in a call center is an exciting career where every day is a new day and a new adventure. If you're considering a career in retail customer service and you're someone who is passionate about providing exceptional customer experiences, this role is for you.

This program uniquely prepares learners for their new role by using a blend of videos, activities, discussions, simulations, peer-reviewed projects, and a final capstone. As you complete each of these activities, you will create experiences that you can reference in job interviews or even as you work with customers after you have landed the job.

At the end of this program, you will be able to: - Create positive interactions with customers - De-escalate conflict with customers - Create solutions to customer problems - Describe the different roles in call center customer service

Upon completion of this program, you will receive a Professional Certificate from CVS Health to showcase your proficiency. You'll also gain access to exclusive career support resources to help you in your job search and you’ll have a portfolio of meaningful activities you have completed to show prospective employers.

What’s included

Shareable certificate

Add to your LinkedIn profile

Taught in English

67 practice exercises

Professional Certificate - 4 course series

Throughout this program, there are numerous self-guided activities to help you apply what you learn. In addition, there are three peer review projects, one capstone project, and eight simulations. Simulations allow you to practice solving customer problems in real-world situations. Customers and managers will react to your choices in the simulation, and you will be able to correct your actions or words as the simulation continues. The projects will give you portfolio examples of how to handle customer interactions based on your practice in real-world simulations. The final capstone project allows you to research and evaluate call center tasks in a real-world setting. You will use a checklist to provide an analysis of your experience and reflect on how you would act differently based on what you’ve learned throughout the program.

Introduction to Customer Service

Course 118 hours4.7 (298 ratings)View course

What you'll learn

The Introduction to Customer Service course presents an in-depth look at communication, time management and de-escalation needed for a career in customer service. This course presents frameworks for communication, time management and problem-solving that allow you to improve your skills immediately and to evaluate customer service interactions. In addition, hands-on activities and community observations and projects are a part of this course, allowing you to get a real-world idea of key areas of customer service happening in your community.

Skills you'll gain

Empathy, Customer Service, Root Cause Analysis, Problem Solving, Active Listening, Time Management, Communication, Retail Store Operations, Conflict Management, De-escalation Techniques, Cash Register Operation, Customer Complaint Resolution, Transaction Processing, and Non-Verbal Communication

Interacting with Customers

Course 221 hours4.6 (75 ratings)View course

What you'll learn

This course presents the different customer interactions that happen in a retail setting and allows you to experience real interactions through simulations and scenarios. Interactions examined include in-person, on the phone, or through social media. In addition, you will take your knowledge into the community to observe and evaluate interactions at any business that provides customer service. You will rate interactions by distinguishing between successful interactions and interactions that need improvement interactions as each type of interaction is presented.

Skills you'll gain

Greeting Customers, Professionalism, Empathy, Social Media, Active Listening, Customer Engagement, Transaction Processing, Time Management, Non-Verbal Communication, Company, Product, and Service Knowledge, Product Demonstration, Communication, Upselling, Customer Service, Verbal Communication Skills, Conflict Management, Cross Selling, and Retail Store Operations

Call Center Customer Service

Course 319 hours4.7 (89 ratings)View course

What you'll learn

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.

Skills you'll gain

Data Entry, Time Management, Call Center Experience, Greeting Customers, Emotional Intelligence, Customer Data Management, Growth Mindedness, Customer Service, De-escalation Techniques, Inbound Calls, Teamwork, Communication, Performance Metric, Problem Solving, Customer Complaint Resolution, Personal Development, Customer Inquiries, and Verbal Communication Skills

Preparing for Your Call Center Customer Service Role

Course 43 hours4.8 (47 ratings)View course

What you'll learn

Demonstrate Excellent Customer Service provides resume and social media presence guidance to learners looking for a career in customer service. This allows you to optimize your resume for a customer service position and be prepared for your first interview. In addition, you will apply your knowledge gained over the previous courses in the program to a hands-on project that allows you to demonstrate the skills you’ve learned in each course.

Skills you'll gain

Outbound Calls, Professionalism, Customer Service, Customer Complaint Resolution, Conflict Management, Customer Support, Interviewing Skills, Problem Solving, Call Center Experience, Customer Relationship Building, Inbound Calls, De-escalation Techniques, LinkedIn, and Communication

Earn a career certificate

Add this credential to your LinkedIn profile, resume, or CV. Share it on social media and in your performance review.

Instructors

Denielle Booth

CVS Health

1 Course7,075 learners

Ricky La

CVS Health

1 Course24,514 learners

Cory McLaren

CVS Health

4 Courses11,625 learners

Offered by

CVS Health

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Frequently asked questions

3-4 months, 5-6 hours per week

No degree or prior experience required.

It is recommended that you take the courses in order.

Introduction to Customer Service
Interacting with Customers
Call Center Customer Service
Preparing for Your Call Center Customer Service Role

A call center customer service job involves handling incoming and outgoing calls to assist customers with inquiries, complaints, or issues related to a company's products or services. The job requires exceptional communication skills, a customer-first mindset, and the ability to multitask and stay organized in a fast-paced environment. Successful call center representatives are empathetic, patient, and capable of resolving customer issues efficiently and effectively to ensure customer satisfaction and loyalty.

To be successful as a call center customer service representative, you need excellent communication skills, both verbal and written, the ability to empathize and problem-solve, active listening skills, patience, and a strong customer service mindset. Additionally, technical skills such as familiarity with call center customer service software and computer programs may also be required.

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:

The course may not offer an audit option. You can try a Free Trial instead, or apply for Financial Aid.

The course may offer 'Full Course, No Certificate' instead. This option lets you see all course materials, submit required assessments, and get a final grade. This also means that you will not be able to purchase a Certificate experience.

When you enroll in the course, you get access to all of the courses in the Certificate, and you earn a certificate when you complete the work. Your electronic Certificate will be added to your Accomplishments page - from there, you can print your Certificate or add it to your LinkedIn profile. If you only want to read and view the course content, you can audit the course for free.

CVS Health Call Center Customer Service Professional Certificate

What you'll learn

Overview

Skills you'll gain

What’s included