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LinkedIn Learning

Customer Service: Working in a Customer Contact Center

via LinkedIn Learning

Overview

Get the skills and knowledge you need to excel at customer service in a customer contact center.

Do you work in a contact center? This course introduces contact center and service desk employees to skills and knowledge essential for success. It is designed to help you and your team understand the unique environment you are part of, deliver effective service, and cultivate a positive brand image. Key topics include customer expectations, culture, workload, service level, quality, schedules, performance metrics, accountability, ethics, and teamwork. The course reinforces the power of one (the impact of each person) and celebrates the opportunity to represent the organization to dozens or even hundreds of customers every week. Instructor Brad Cleveland also provides valuable tips for handling tough customers, building a customer-focused culture, and enjoying your job.

Syllabus

Introduction
  • Welcome
1. The Contact Center Environment
  • Contact center developments
  • Your role and opportunity
2. Boosting Effectiveness
  • The nature of contact center work
  • Timing and schedules
  • Quality and first-contact resolution
  • The power of one
3. Traits of Professionalism
  • Attitude and example
  • Ethics and responsibility
  • Handling tough contacts
  • Customer-focused culture
Looking Ahead
  • Best practices and wrapping up

Taught by

Brad Cleveland

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