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Call Center Customer Service
  • Level Foundation
  • Duration 20 hours
  • Course by CVS Health
  • Offered by

About

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. -By the end of the course, 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 To be successful in this course, it is recommended that you complete the two courses in this program.

Modules

Introduction to the program

    • 3 Videos
    • 2 Readings
    • 1 Discussion
Show info about module content

1 Discussions

  • Meet and Greet

3 Videos

  • Introduction: CVS Health Customer Service Professional Certificate
  • Course Overview: Call Center Customer Service
  • Introduction to Your Instructor - Cory

2 Readings

  • Course Syllabus
  • How to Be Successful in this Course

A Day in the Life of a Call Center Customer Service Representative

    • 4 Videos
    • 1 Readings
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4 Videos

  • Introduction: Introduction to Call Center Customer Service
  • Introduction: A Day in the Life of a Call Center Customer Service Representative
  • A Day in the Life of a Call Center Customer Service Representative
  • Hear from: Cory McLaren

1 Readings

  • Call Center Shift

Job Roles in a Call Center

    • 2 Videos
    • 1 Discussion
    • 1 Assignment
Show info about module content

1 Assignment

  • Practice Quiz: Job Roles in a Call Center

1 Discussions

  • Job Role Discussion

2 Videos

  • Introduction: Job Roles in a Call Center
  • Different roles in a Call Center

Collaboration

    • 3 Videos
    • 1 Readings
    • 1 Assignment
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1 Assignment

  • Practice Quiz: Collaboration

3 Videos

  • Introduction: Collaboration
  • Collaboratively Working with Managers
  • Applying Collaboration

1 Readings

  • Summary: Collaboration at a Call Center

Creating Positive Call Center Customer Experiences

    • 4 Videos
    • 1 Readings
    • 2 Assignment
Show info about module content

2 Assignment

  • Practice Quiz: Creating Positive Call Center Customer Experiences
  • Graded Quiz: Introduction to Call Center Customer Service

4 Videos

  • Introduction: Creating Positive Call Center Customer Experiences
  • Adding Value: Positive Call Center Customer Experiences
  • Impacting Customers
  • Weekly Review: Introduction to Call Center Customer Service

1 Readings

  • Summary: Creating Positive Call Center Customer Experiences

Positive Impact: Greeting Customers

    • 3 Videos
    • 1 Readings
    • 1 Assignment
Show info about module content

1 Assignment

  • Practice Quiz: Positive Impact: Greeting Customers

3 Videos

  • Introduction: Creating Positive Customer Interactions in a Call Center
  • What is a Greeting
  • Qualities of a Good Greeting

1 Readings

  • Summary: Positive Impact: Greeting Customers

Positive Impact: Tone

    • 5 Videos
    • 1 Readings
    • 1 Discussion
    • 1 Assignment
Show info about module content

1 Assignment

  • Practice Quiz: Positive Impact: Tone

1 Discussions

  • Personal Experience with Tone

5 Videos

  • Positive Impact Tone
  • Rate of Speech
  • Controlling Your Pitch
  • Manage Energy
  • Applying Tone to Make a Positive Impact

1 Readings

  • Summary: Positive Impact: Tone

Evaluation in a Call Center

    • 4 Videos
    • 1 Readings
    • 1 Assignment
Show info about module content

1 Assignment

  • Practice Quiz: Evaluation in a Call Center

4 Videos

  • Introduction: Evaluation in a Call Center
  • Call Duration
  • Navigating the Queue Metric
  • Applying Evaluation Metrics

1 Readings

  • Summary: Evaluation in a Call Center

Customer Strategy in a Call Center

    • 2 Videos
    • 2 Readings
    • 1 Assignment
Show info about module content

1 Assignment

  • Practice Quiz: Customer Strategy in a Call Center

2 Videos

  • Introduction: Customer Strategy in a Call Center
  • Strategies for Customer Phone Interactions

2 Readings

  • Best Practices for Phone Interactions
  • Summary: Customer Strategy in a Call Center

When to Hand a Customer Off to Another Representative

    • 3 Videos
    • 1 Readings
    • 1 Assignment
Show info about module content

1 Assignment

  • Practice Quiz: When to Hand a Customer Off to Another Representative

3 Videos

  • Introduction: When to Hand a Customer Off to Another Representative
  • Hear from: Cory McLaren
  • How to Successfully Hand Off A Call

1 Readings

  • Summary: When to Hand a Customer Off to Another Representative

Strategies for Customer Interactions in a Call Center

    • 2 Videos
    • 1 Plugin
    • 1 Assignment
Show info about module content

1 Assignment

  • Graded Quiz: Creating Positive Customer Interactions in a Call Center

2 Videos

  • Introduction to Simulations
  • Weekly Review: Creating Positive Customer Interactions in a Call Center

Customer Data

    • 3 Videos
    • 1 Readings
    • 1 Assignment
Show info about module content

1 Assignment

  • Practice Quiz: Customer Data

3 Videos

  • Introduction: Data Entry for a Call Center
  • Customer Data Overview
  • Applying Data Entry for a Call Center

1 Readings

  • Summary: Customer Data

Privacy of Customer Data

    • 2 Videos
    • 1 Readings
    • 1 Assignment
Show info about module content

1 Assignment

  • Practice Quiz: Privacy of Customer Data

2 Videos

  • Customer Data Privacy
  • Customer Data Usage

1 Readings

  • Summary: Privacy of Customer Data

Logging Call Interactions

    • 2 Videos
    • 1 Readings
    • 1 Assignment
Show info about module content

1 Assignment

  • Practice Quiz: Logging Call Interactions

2 Videos

  • The Importance of Logging Customer Interactions
  • Summarization Tips

1 Readings

  • Summary: Logging Call Interactions

Metrics for Employee Performance

    • 3 Videos
    • 1 Readings
    • 1 Discussion
    • 1 Assignment
Show info about module content

1 Assignment

  • Practice Quiz: Metrics for Employee Performance

1 Discussions

  • Metrics

3 Videos

  • Review of Metrics for Employees
  • Hear from: Cory McLaren
  • The Impact of Logging on Metrics

1 Readings

  • Summary: Metrics for Employee Performance

Applying Call Center Data in the Real World

    • 2 Videos
    • 1 Plugin
    • 1 Assignment
Show info about module content

1 Assignment

  • Graded Quiz: Data Entry for a Call Center

2 Videos

  • Introduction to Simulations
  • Weekly Review: Data Entry for a Call Center

Appropriate Escalations

    • 3 Videos
    • 1 Readings
    • 1 Discussion
    • 1 Assignment
Show info about module content

1 Assignment

  • Practice Quiz: Appropriate Escalations

1 Discussions

  • Escalations as Problem-Solving

3 Videos

  • Introduction: De-escalation
  • Escalations in Customer Service
  • When to Escalate a Call

1 Readings

  • Summary: Appropriate Escalations

Emotional Regulation for Tough Calls

    • 3 Videos
    • 1 Readings
    • 1 Assignment
Show info about module content

1 Assignment

  • Practice Quiz: Emotional Regulation for Tough Calls

3 Videos

  • Introduction to Emotional Regulation
  • Strategies for Emotional Regulation
  • Emotional Regulation in Practice

1 Readings

  • Summary: Emotional Regulation for Tough Calls

De-escalation Strategies

    • 2 Videos
    • 1 Readings
    • 1 Assignment
Show info about module content

1 Assignment

  • Practice Quiz: De-escalation Tactics

2 Videos

  • De-escalation Strategies
  • Applying De-escalation Strategies

1 Readings

  • Summary: De-escalation Strategies

Documenting with Facts

    • 2 Videos
    • 1 Readings
    • 1 Assignment
Show info about module content

1 Assignment

  • Practice Quiz: Documenting with Facts

2 Videos

  • Fact-Based Documentation
  • Fact Based Documentation Strategies

1 Readings

  • Summary: Documenting with Facts

Applying Deescalation Tactics in the Real World

    • 2 Videos
    • 1 Plugin
    • 1 Assignment
Show info about module content

1 Assignment

  • Graded Quiz: Deescalation

2 Videos

  • Introduction to the De-escalation Tactics Simulation
  • Weekly Review: De-escalation

Creating an Effective Workplace

    • 4 Videos
    • 1 Readings
    • 1 Assignment
Show info about module content

1 Assignment

  • Practice Quiz: Creating an Effective Workplace

4 Videos

  • Introduction: Strategies for Success
  • Elements of an Effective Workspace
  • Setting Up an Effective Workspace at a Call Center
  • Setting Up Your Workspace at Home

1 Readings

  • Summary: Creating an Effective Workspace

Using Time Management Skills

    • 2 Videos
    • 1 Readings
    • 1 Assignment
Show info about module content

1 Assignment

  • Practice Quiz: Using Time Management Skills

2 Videos

  • Time Management
  • Time Management on a Call

1 Readings

  • Summary: Using Time Management Skills

Adopting a Growth Mindset

    • 3 Videos
    • 1 Readings
    • 1 Discussion
    • 1 Assignment
Show info about module content

1 Assignment

  • Practice Quiz: Adopting a Growth Mindset

1 Discussions

  • Growth Mindset

3 Videos

  • Growth Mindset
  • Habits for a Growth Mindset
  • Exploring Growth Mindset Approaches to Customer Support

1 Readings

  • Summary: Adopting a Growth Mindset

Creating a Collaborative Environment

    • 4 Videos
    • 1 Readings
    • 2 Assignment
Show info about module content

2 Assignment

  • Practice Quiz: Creating a Collaborative Environment
  • Strategies for Success

4 Videos

  • Collaborative Environments
  • Characteristics of a Collaborative Environment
  • Creating a Collaborative Environment
  • Hear from: Denielle Booth

1 Readings

  • Summary: Creating a Collaborative Environment

Evaluate Call Center Interactions

    • 4 Videos
    • 1 PeerReview
Show info about module content

1 Peer Review

  • Evaluate Call Center Interactions

4 Videos

  • Introduction to Peer Reviews
  • Walkthrough of Peer Review Steps
  • Weekly Review: Strategies for Success
  • Congratulations!

Auto Summary

Enhance your communication and organizational skills with the Call Center Customer Service course. Focused on Business & Management, this Coursera course offers practical experience in data entry, customer privacy, and handling real-life customer interactions. Over 1200 hours, you will learn to create positive customer interactions, de-escalate conflicts, and solve customer problems. Ideal for beginners, it requires two foundational courses and offers a Starter subscription. Perfect for aspiring call center professionals looking to excel in customer service.

Cory McLaren
Instructor

Cory McLaren