CVS Health

Call Center Customer Service

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

Taught in English

Some content may not be translated

Cory McLaren

Instructor: Cory McLaren

2,500 already enrolled

Included with Coursera Plus

Course

Gain insight into a topic and learn the fundamentals

4.7

(30 reviews)

Beginner level

Recommended experience

19 hours (approximately)
Flexible schedule
Learn at your own pace

Details to know

Shareable certificate

Add to your LinkedIn profile

Assessments

25 quizzes

Course

Gain insight into a topic and learn the fundamentals

4.7

(30 reviews)

Beginner level

Recommended experience

19 hours (approximately)
Flexible schedule
Learn at your own pace

See how employees at top companies are mastering in-demand skills

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Build your Business Essentials expertise

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.
  • Learn new concepts from industry experts
  • Gain a foundational understanding of a subject or tool
  • Develop job-relevant skills with hands-on projects
  • Earn a shareable career certificate from CVS Health
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Earn a career certificate

Add this credential to your LinkedIn profile, resume, or CV

Share it on social media and in your performance review

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There are 5 modules in this course

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 quizzes2 discussion prompts

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 quizzes1 discussion prompt1 plugin

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 quizzes1 discussion prompt1 plugin

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 quizzes1 discussion prompt1 plugin

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.

What's included

17 videos4 readings5 quizzes1 peer review1 discussion prompt

Instructor

Instructor ratings
4.5 (9 ratings)
Cory McLaren
CVS Health
4 Courses3,240 learners

Offered by

CVS Health

Recommended if you're interested in Business Essentials

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Learner reviews

Showing 3 of 30

4.7

30 reviews

  • 5 stars

    86.66%

  • 4 stars

    6.66%

  • 3 stars

    3.33%

  • 2 stars

    0%

  • 1 star

    3.33%

DR
4

Reviewed on Aug 10, 2023

SS
5

Reviewed on Feb 16, 2024

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