Call Center

Course Outline

Duration: 1/2 Day

Description: This course teaches students how to identify what challenges come from the situation, the caller, and the environment. Students will learn about the guidelines for providing excellent service and fulfilling the customers' needs. The manual is designed for quick scanning in the classroom and filled with interactive exercises that help ensure student success.

Course Content

Unit 1: Telephone service fundamentals

Topic A: Good telephone service

Topic B: Attitude and interpersonal skills

Topic C: Greeting customers

Unit 2: Effective call handling

Topic A: Identifying customer needs

Topic B: Handling difficult calls