Call Center Customer Service

This course is part of CVS Health Call Center Customer Service Professional Certificate

Instructor: Cory McLaren

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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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There are 5 modules in this course

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.

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

16 videosTotal 36 minutes

Introduction: CVS Health Customer Service Professional Certificate2 minutesPreview module
Course Overview: Call Center Customer Service3 minutes
Introduction to Your Instructor - Cory2 minutes
Introduction: Introduction to Call Center Customer Service0 minutes
Introduction: A Day in the Life of a Call Center Customer Service Representative2 minutes
A Day in the Life of a Call Center Customer Service Representative2 minutes
Hear from: Cory McLaren0 minutes
Introduction: Job Roles in a Call Center2 minutes
Different roles in a Call Center3 minutes
Introduction: Collaboration2 minutes
Collaboratively Working with Managers3 minutes
Applying Collaboration1 minute
Introduction: Creating Positive Call Center Customer Experiences2 minutes
Adding Value: Positive Call Center Customer Experiences3 minutes
Impacting Customers2 minutes
Weekly Review: Introduction to Call Center Customer Service0 minutes

5 readingsTotal 50 minutes

Course Syllabus10 minutes
How to Be Successful in this Course10 minutes
Call Center Shift10 minutes
Summary: Collaboration at a Call Center10 minutes
Summary: Creating Positive Call Center Customer Experiences10 minutes

4 assignmentsTotal 95 minutes

Practice Quiz: Job Roles in a Call Center15 minutes
Practice Quiz: Collaboration15 minutes
Practice Quiz: Creating Positive Call Center Customer Experiences15 minutes
Graded Quiz: Introduction to Call Center Customer Service50 minutes

2 discussion promptsTotal 20 minutes

Meet and Greet10 minutes
Job Role Discussion10 minutes

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

19 videosTotal 39 minutes

Introduction: Creating Positive Customer Interactions in a Call Center1 minutePreview module
What is a Greeting1 minute
Qualities of a Good Greeting3 minutes
Positive Impact Tone2 minutes
Rate of Speech2 minutes
Controlling Your Pitch2 minutes
Manage Energy3 minutes
Applying Tone to Make a Positive Impact1 minute
Introduction: Evaluation in a Call Center1 minute
Call Duration2 minutes
Navigating the Queue Metric1 minute
Applying Evaluation Metrics3 minutes
Introduction: Customer Strategy in a Call Center1 minute
Strategies for Customer Phone Interactions1 minute
Introduction: When to Hand a Customer Off to Another Representative2 minutes
Hear from: Cory McLaren0 minutes
How to Successfully Hand Off A Call1 minute
Introduction to Simulations2 minutes
Weekly Review: Creating Positive Customer Interactions in a Call Center0 minutes

6 readingsTotal 60 minutes

Summary: Positive Impact: Greeting Customers10 minutes
Summary: Positive Impact: Tone10 minutes
Summary: Evaluation in a Call Center10 minutes
Best Practices for Phone Interactions10 minutes
Summary: Customer Strategy in a Call Center10 minutes
Summary: When to Hand a Customer Off to Another Representative10 minutes

6 assignmentsTotal 125 minutes

Practice Quiz: Positive Impact: Greeting Customers15 minutes
Practice Quiz: Positive Impact: Tone15 minutes
Practice Quiz: Evaluation in a Call Center15 minutes
Practice Quiz: Customer Strategy in a Call Center15 minutes
Practice Quiz: When to Hand a Customer Off to Another Representative15 minutes
Graded Quiz: Creating Positive Customer Interactions in a Call Center50 minutes

1 discussion promptTotal 10 minutes

Personal Experience with Tone10 minutes

1 pluginTotal 15 minutes

Simulation: Creating Positive Customer Interactions in a Call Center15 minutes

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

12 videosTotal 19 minutes

Introduction: Data Entry for a Call Center0 minutesPreview module
Customer Data Overview1 minute
Applying Data Entry for a Call Center2 minutes
Customer Data Privacy1 minute
Customer Data Usage1 minute
The Importance of Logging Customer Interactions1 minute
Summarization Tips1 minute
Review of Metrics for Employees1 minute
Hear from: Cory McLaren0 minutes
The Impact of Logging on Metrics1 minute
Introduction to Simulations2 minutes
Weekly Review: Data Entry for a Call Center0 minutes

4 readingsTotal 40 minutes

Summary: Customer Data10 minutes
Summary: Privacy of Customer Data10 minutes
Summary: Logging Call Interactions10 minutes
Summary: Metrics for Employee Performance10 minutes

5 assignmentsTotal 110 minutes

Practice Quiz: Customer Data15 minutes
Practice Quiz: Privacy of Customer Data15 minutes
Practice Quiz: Logging Call Interactions15 minutes
Practice Quiz: Metrics for Employee Performance15 minutes
Graded Quiz: Data Entry for a Call Center50 minutes

1 discussion promptTotal 10 minutes

Metrics10 minutes

1 pluginTotal 15 minutes

Simulation: Data Entry for a Call Center15 minutes

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

12 videosTotal 24 minutes

Introduction: De-escalation0 minutesPreview module
Escalations in Customer Service1 minute
When to Escalate a Call2 minutes
Introduction to Emotional Regulation1 minute
Strategies for Emotional Regulation3 minutes
Emotional Regulation in Practice3 minutes
De-escalation Strategies2 minutes
Applying De-escalation Strategies1 minute
Fact-Based Documentation1 minute
Fact Based Documentation Strategies1 minute
Introduction to the De-escalation Tactics Simulation2 minutes
Weekly Review: De-escalation1 minute

4 readingsTotal 40 minutes

Summary: Appropriate Escalations10 minutes
Summary: Emotional Regulation for Tough Calls10 minutes
Summary: De-escalation Strategies10 minutes
Summary: Documenting with Facts10 minutes

5 assignmentsTotal 110 minutes

Practice Quiz: Appropriate Escalations15 minutes
Practice Quiz: Emotional Regulation for Tough Calls15 minutes
Practice Quiz: De-escalation Tactics15 minutes
Practice Quiz: Documenting with Facts15 minutes
Graded Quiz: Deescalation50 minutes

1 discussion promptTotal 10 minutes

Escalations as Problem-Solving10 minutes

1 pluginTotal 15 minutes

Simulation: De-escalation15 minutes

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.