Call Center Customer Services

This Call Center Customer Service course is designed to train individuals who use telephone communication in their jobs. It covers essential skills such as call preparation, phone etiquette, call structure, and handling difficult customers, providing a comprehensive foundation for success in call center roles.

Call center customer service course Target audience

Managers and staff in call center roles of customer service positions.

content

Introduction to call center customer services

• Understanding the purpose of the call
• Setting objectives and gathering information
• Creating a professional mindset

Professional Telephone Etiquette

• Voice modulation, clarity, and active listening
• Appropriate greetings and courteous language 
• Managing hold time and call transfers professionally

Structuring the Call 

• Phases of an effective call: Introduction, Discovery, Resolution, and Closure
• Building rapport and maintaining customer engagement
• Summarizing and confirming outcomes 

Managing Difficult Customer Interactions

• Identifying and addressing common caller frustrations
• Emotional intelligence and conflict de-escalation
• Turning negative experiences into positive outcomes

Performance Excellence in Call Handling 

• Monitoring key performance indicators (KPIs)
• Leveraging feedback for continuous improvement
• Best practices for consistent, high-quality service

Duration

2 Days – 5 Hours