This course is designed to inform students on how to effectively communicate with customers over the phone and properly handle requests, complaints, and stress related to working in a call center.

Course Level: This course is for the introductory level, primarily employees with less than 6 months of call center and/or customer service experience.

Targeted Learners: This course would be applicable to all employees in a call center setting that are responsible for interacting with customers over the phone.

 

Outcome of the Course: 

This course will enable learners to:

  • Understand the nuances of body language and verbal skills.
  • Identify aspects of verbal communication such as tone, cadence, and pitch.
  • Create effective questions for customers.
  • Communicate bad news and appropriately say no to callers.
  • List effective ways to negotiate.
  • Identify personal techniques for managing stress

 

Components of the Course:

Instructional materials accompanying this course include:

  • Online course, totaling approx. 12-15 hours of course material and assignments.