Call Center Customer Service

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

Instructor: Cory McLaren

Access provided by Emirates Water & Electricity Co.

9,287 already enrolled

5 modules

Gain insight into a topic and learn the fundamentals.

95 reviews

Beginner level

Recommended experience

Flexible schedule

2 weeks at 10 hours a week

Learn at your own pace

99%

Most learners liked this course

5 modules

Gain insight into a topic and learn the fundamentals.

95 reviews

Beginner level

Recommended experience

Flexible schedule

2 weeks at 10 hours a week

Learn at your own pace

99%

Most learners liked this course

Skills you'll gain

Details to know

Shareable certificate

Add to your LinkedIn profile

Assessments

25 assignments

Taught in English

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

Learn more about Coursera for Business

logos of Petrobras, TATA, Danone, Capgemini, P&G and L'Oreal

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

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 videos Total 37 minutes

Introduction: CVS Health Customer Service Professional Certificate 3 minutes
Course Overview: Call Center Customer Service 3 minutes
Introduction to Your Instructor - Cory 2 minutes
Introduction: Introduction to Call Center Customer Service 1 minute
Introduction: A Day in the Life of a Call Center Customer Service Representative 2 minutes
A Day in the Life of a Call Center Customer Service Representative 3 minutes
Hear from: Cory McLaren 1 minute
Introduction: Job Roles in a Call Center 3 minutes
Different roles in a Call Center 3 minutes
Introduction: Collaboration 2 minutes
Collaboratively Working with Managers 3 minutes
Applying Collaboration 2 minutes
Introduction: Creating Positive Call Center Customer Experiences 2 minutes
Adding Value: Positive Call Center Customer Experiences 3 minutes
Impacting Customers 3 minutes
Weekly Review: Introduction to Call Center Customer Service 1 minute

5 readings Total 50 minutes

Course Syllabus 10 minutes
How to Be Successful in this Course 10 minutes
Call Center Shift 10 minutes
Summary: Collaboration at a Call Center 10 minutes
Summary: Creating Positive Call Center Customer Experiences 10 minutes

4 assignments Total 95 minutes

Graded Quiz: Introduction to Call Center Customer Service 50 minutes
Practice Quiz: Job Roles in a Call Center 15 minutes
Practice Quiz: Collaboration 15 minutes
Practice Quiz: Creating Positive Call Center Customer Experiences 15 minutes

2 discussion prompts Total 20 minutes

Meet and Greet 10 minutes
Job Role Discussion 10 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 videos Total 40 minutes

Introduction: Creating Positive Customer Interactions in a Call Center 1 minute
What is a Greeting 2 minutes
Qualities of a Good Greeting 3 minutes
Positive Impact Tone 2 minutes
Rate of Speech 2 minutes
Controlling Your Pitch 3 minutes
Manage Energy 4 minutes
Applying Tone to Make a Positive Impact 2 minutes
Introduction: Evaluation in a Call Center 2 minutes
Call Duration 2 minutes
Navigating the Queue Metric 2 minutes
Applying Evaluation Metrics 3 minutes
Introduction: Customer Strategy in a Call Center 2 minutes
Strategies for Customer Phone Interactions 2 minutes
Introduction: When to Hand a Customer Off to Another Representative 2 minutes
Hear from: Cory McLaren 1 minute
How to Successfully Hand Off A Call 2 minutes
Introduction to Simulations 2 minutes
Weekly Review: Creating Positive Customer Interactions in a Call Center 1 minute

6 readings Total 60 minutes

Summary: Positive Impact: Greeting Customers 10 minutes
Summary: Positive Impact: Tone 10 minutes
Summary: Evaluation in a Call Center 10 minutes
Best Practices for Phone Interactions 10 minutes
Summary: Customer Strategy in a Call Center 10 minutes
Summary: When to Hand a Customer Off to Another Representative 10 minutes

6 assignments Total 125 minutes

Graded Quiz: Creating Positive Customer Interactions in a Call Center 50 minutes
Practice Quiz: Positive Impact: Greeting Customers 15 minutes
Practice Quiz: Positive Impact: Tone 15 minutes
Practice Quiz: Evaluation in a Call Center 15 minutes
Practice Quiz: Customer Strategy in a Call Center 15 minutes
Practice Quiz: When to Hand a Customer Off to Another Representative 15 minutes

1 discussion prompt Total 10 minutes

Personal Experience with Tone 10 minutes

1 plugin Total 15 minutes

Simulation: Creating Positive Customer Interactions in a Call Center 15 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 videos Total 20 minutes

Introduction: Data Entry for a Call Center 1 minute
Customer Data Overview 2 minutes
Applying Data Entry for a Call Center 3 minutes
Customer Data Privacy 1 minute
Customer Data Usage 2 minutes
The Importance of Logging Customer Interactions 2 minutes
Summarization Tips 2 minutes
Review of Metrics for Employees 2 minutes
Hear from: Cory McLaren 1 minute
The Impact of Logging on Metrics 2 minutes
Introduction to Simulations 2 minutes
Weekly Review: Data Entry for a Call Center 1 minute

4 readings Total 40 minutes

Summary: Customer Data 10 minutes
Summary: Privacy of Customer Data 10 minutes
Summary: Logging Call Interactions 10 minutes
Summary: Metrics for Employee Performance 10 minutes

5 assignments Total 110 minutes

Graded Quiz: Data Entry for a Call Center 50 minutes
Practice Quiz: Customer Data 15 minutes
Practice Quiz: Privacy of Customer Data 15 minutes
Practice Quiz: Logging Call Interactions 15 minutes
Practice Quiz: Metrics for Employee Performance 15 minutes

1 discussion prompt Total 10 minutes

Metrics 10 minutes

1 plugin Total 15 minutes

Simulation: Data Entry for a Call Center 15 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 videos Total 24 minutes

Introduction: De-escalation 1 minute
Escalations in Customer Service 1 minute
When to Escalate a Call 2 minutes
Introduction to Emotional Regulation 1 minute
Strategies for Emotional Regulation 4 minutes
Emotional Regulation in Practice 3 minutes
De-escalation Strategies 3 minutes
Applying De-escalation Strategies 2 minutes
Fact-Based Documentation 2 minutes
Fact Based Documentation Strategies 2 minutes
Introduction to the De-escalation Tactics Simulation 2 minutes
Weekly Review: De-escalation 1 minute

4 readings Total 40 minutes

Summary: Appropriate Escalations 10 minutes
Summary: Emotional Regulation for Tough Calls 10 minutes
Summary: De-escalation Strategies 10 minutes
Summary: Documenting with Facts 10 minutes

5 assignments Total 110 minutes

Graded Quiz: Deescalation 50 minutes
Practice Quiz: Appropriate Escalations 15 minutes
Practice Quiz: Emotional Regulation for Tough Calls 15 minutes
Practice Quiz: De-escalation Tactics 15 minutes
Practice Quiz: Documenting with Facts 15 minutes

1 discussion prompt Total 10 minutes

Escalations as Problem-Solving 10 minutes

1 plugin Total 15 minutes

Simulation: De-escalation 15 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.