Customer Service - Contact Centers (Udemy.com)
An introductory course about understanding the foundations of Contact Centers in Customer Service.
Created by: The Art Of Service
Produced in 2018
What you will learn
- Understanding contact centers
- Learning communication in contact centers
- Identifying communication methods in contact centers
- Learning to deal with customers in contact centers
- Learning to avoid problems in contact centers
Quality Score
Content Quality
/
Video Quality
/
Qualified Instructor
/
Course Pace
/
Course Depth & Coverage
/
Overall Score : 90 / 100
Course Description
Customer Service professionals need to know a whole lot more about the various ways of delivering services to the customers. It is no longer sufficient just to know the basics.
There have been so many changes in customer expectations and with service delivery, which is why we have created a completely new series of qualifications and certifications. The Customer Service Certification Pathway has been created to support students in their aim to gain relevant qualifications that practically apply to the ever-changing world of customer services.
The Customer Certification Pathway has three main parts: The Customer Service Foundation Program, Customer Service Intermediate Program, and the Customer Service Expert Program.
First part is the The Customer Service Foundation Program which focuses on the fundamentals, general knowledge, terminology and basic concepts used in Customer Service. You must complete this level as a pre-requisite for sitting the Customer Service Intermediate Exam.
Next on the Certification Pathway is the Customer Service Intermediate Program which is made up of 8 courses. All Intermediate topics include (in no particular order):
Communication Strategies
Contact Centers
Making Decision and Assertiveness
Delivering presentations and Public Speaking
Conflict Resolution
Customer Relationship Management
Sales
Retail
From the eight Customer service Intermediate programs that are available, you will select a minimum of five programs in order to be eligible to sit the Intermediate Exam and progress to the Expert program, each Intermediate program will earn you 3 points toward your Customer Service Expert Certificate (minimum 17 points entry requirement). There is an examined component at this level. The exam consists of 50 multiple choice questions, related to the subjects you have chosen.
The next and final level is Customer Service Expert program. This is specifically aimed at Customer Service Supervisors and Managers who wish to consolidate their knowledge and experience and achieve formal recognition of their skills.
Once you've completed the course, email our exam department at exams@artofservice.
com.
au to purchase your exam voucher and sit your final exam. Who this course is for:
Anyone looking to gain an understanding of the Contact Centers for Customer Service and its practical application in the business environment.
There have been so many changes in customer expectations and with service delivery, which is why we have created a completely new series of qualifications and certifications. The Customer Service Certification Pathway has been created to support students in their aim to gain relevant qualifications that practically apply to the ever-changing world of customer services.
The Customer Certification Pathway has three main parts: The Customer Service Foundation Program, Customer Service Intermediate Program, and the Customer Service Expert Program.
First part is the The Customer Service Foundation Program which focuses on the fundamentals, general knowledge, terminology and basic concepts used in Customer Service. You must complete this level as a pre-requisite for sitting the Customer Service Intermediate Exam.
Next on the Certification Pathway is the Customer Service Intermediate Program which is made up of 8 courses. All Intermediate topics include (in no particular order):
Communication Strategies
Contact Centers
Making Decision and Assertiveness
Delivering presentations and Public Speaking
Conflict Resolution
Customer Relationship Management
Sales
Retail
From the eight Customer service Intermediate programs that are available, you will select a minimum of five programs in order to be eligible to sit the Intermediate Exam and progress to the Expert program, each Intermediate program will earn you 3 points toward your Customer Service Expert Certificate (minimum 17 points entry requirement). There is an examined component at this level. The exam consists of 50 multiple choice questions, related to the subjects you have chosen.
The next and final level is Customer Service Expert program. This is specifically aimed at Customer Service Supervisors and Managers who wish to consolidate their knowledge and experience and achieve formal recognition of their skills.
Once you've completed the course, email our exam department at exams@artofservice.
com.
au to purchase your exam voucher and sit your final exam. Who this course is for:
Anyone looking to gain an understanding of the Contact Centers for Customer Service and its practical application in the business environment.
Instructor Details
- 4.5 Rating
20 Reviews
The Art Of Service
What drives us?
In one word? YOU
You are front, center and behind every decision we make in our business.
- You are starting out in the IT industry
- You are serious about your career
- You need certifications on your resume to get that first interview
For you we created the Foundation level courses as well as the Core Series for IT
- You are an IT Professional with a proven career
- You need to stay in touch with changes in the industry
- You need to continue to show your value to the business to ensure your job is secure
- You want to find out what else would make your IT career more solid
For you we created the Specialist and Intermediate level courses as well as the Core Series for IT
- You are implementing Processes and methodologies in your company
- You are managing a team of people and need to look good
- You started your own business and are looking for template documents to hit the ground running
- You need to present on a subject at the next team meeting and are not quite sure
More courses by The Art Of Service
More business courses
Scrum Master Certification Preparation & 240+ Prep Questions (2021)
4.9 (312 Reviews)
Provider: Udemy
Time: 6.5h
$11.99
Scrum Master Certification Training & PSM1 Sample Exams (2021)
4.9 (170 Reviews)
- Provider: Udemy
- Time: 4h
$11.99
Business Calculus Explained: An Online Course (2017)
4.9 (47 Reviews)
- Provider: Udemy
- Time: 24h
$11.99
Start & Run a Successful Web Design Business in 2021 (2021)
4.8 (312 Reviews)
- Provider: Udemy
- Time: 2.5h
$11.99
Scrum Product Owner Certification Prep & 160+ Prep Questions (2021)
4.8 (312 Reviews)
- Provider: Udemy
- Time: 6.5h
$11.99
Reviews
- Video Duration:
43 mins on-demand videoh - Price: 11.99 Track Price 11.99 Track Price
- Provider: Udemy
- Year:
2018 - Language:
English - Certificate:
Yes
30-Day Money-Back Guarantee
Udemy Coupon Price Tracker
