Introduction to Call Center Customer Service-Introduction to the program
Introduction: CVS Health Customer Service Professional Certificate
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Course Overview: Call Center Customer Service
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Introduction to Your Instructor - Cory
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Course Syllabus
How to Be Successful in this Course
Introduction to Call Center Customer Service-A Day in the Life of a Call Center Customer Service Representative
Introduction: Introduction to Call Center Customer Service
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Introduction: A Day in the Life of a Call Center Customer Service Representative
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A Day in the Life of a Call Center Customer Service Representative
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Call Center Shift
Hear from: Cory McLaren
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Introduction to Call Center Customer Service-Job Roles in a Call Center
Introduction: Job Roles in a Call Center
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Different roles in a Call Center
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Introduction to Call Center Customer Service-Collaboration
Introduction: Collaboration
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Collaboratively Working with Managers
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Applying Collaboration
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Summary: Collaboration at a Call Center
Introduction to Call Center Customer Service-Creating Positive Call Center Customer Experiences
Introduction: Creating Positive Call Center Customer Experiences
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Adding Value: Positive Call Center Customer Experiences
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Impacting Customers
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Summary: Creating Positive Call Center Customer Experiences
Weekly Review: Introduction to Call Center Customer Service
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Creating Positive Customer Interactions in a Call Center-Positive Impact: Greeting Customers
Introduction: Creating Positive Customer Interactions in a Call Center
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What is a Greeting
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Qualities of a Good Greeting
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Summary: Positive Impact: Greeting Customers
Creating Positive Customer Interactions in a Call Center-Positive Impact: Tone
Positive Impact Tone
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Rate of Speech
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Controlling Your Pitch
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Manage Energy
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Applying Tone to Make a Positive Impact
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Summary: Positive Impact: Tone
Creating Positive Customer Interactions in a Call Center-Evaluation in a Call Center
Introduction: Evaluation in a Call Center
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Call Duration
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Navigating the Queue Metric
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Applying Evaluation Metrics
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Summary: Evaluation in a Call Center
Creating Positive Customer Interactions in a Call Center-Customer Strategy in a Call Center
Introduction: Customer Strategy in a Call Center
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Strategies for Customer Phone Interactions
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Best Practices for Phone Interactions
Summary: Customer Strategy in a Call Center
Creating Positive Customer Interactions in a Call Center-When to Hand a Customer Off to Another Representative
Introduction: When to Hand a Customer Off to Another Representative
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Hear from: Cory McLaren
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How to Successfully Hand Off A Call
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Summary: When to Hand a Customer Off to Another Representative
Creating Positive Customer Interactions in a Call Center-Strategies for Customer Interactions in a Call Center
Introduction to Simulations
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Weekly Review: Creating Positive Customer Interactions in a Call Center
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Data Entry for Call Center-Customer Data
Introduction: Data Entry for a Call Center
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Customer Data Overview
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Applying Data Entry for a Call Center
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Summary: Customer Data
Data Entry for Call Center-Privacy of Customer Data
Customer Data Privacy
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Customer Data Usage
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Summary: Privacy of Customer Data
Data Entry for Call Center-Logging Call Interactions
The Importance of Logging Customer Interactions
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Summarization Tips
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Summary: Logging Call Interactions
Data Entry for Call Center-Metrics for Employee Performance
Review of Metrics for Employees
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Hear from: Cory McLaren
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The Impact of Logging on Metrics
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Summary: Metrics for Employee Performance
Data Entry for Call Center-Applying Call Center Data in the Real World
Introduction to Simulations
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Weekly Review: Data Entry for a Call Center
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De-escalation-Appropriate Escalations
Introduction: De-escalation
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Escalations in Customer Service
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When to Escalate a Call
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Summary: Appropriate Escalations
De-escalation-Emotional Regulation for Tough Calls
Introduction to Emotional Regulation
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Strategies for Emotional Regulation
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Emotional Regulation in Practice
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Summary: Emotional Regulation for Tough Calls
De-escalation-De-escalation Strategies
De-escalation Strategies
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Applying De-escalation Strategies
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Summary: De-escalation Strategies
De-escalation-Documenting with Facts
Fact-Based Documentation
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Fact Based Documentation Strategies
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Summary: Documenting with Facts
De-escalation-Applying Deescalation Tactics in the Real World
Introduction to the De-escalation Tactics Simulation
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Weekly Review: De-escalation
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Strategies for Success-Creating an Effective Workplace
Introduction: Strategies for Success
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Elements of an Effective Workspace
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Setting Up an Effective Workspace at a Call Center
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Setting Up Your Workspace at Home
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Summary: Creating an Effective Workspace
Strategies for Success-Using Time Management Skills
Time Management
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Time Management on a Call
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Summary: Using Time Management Skills
Strategies for Success-Adopting a Growth Mindset
Growth Mindset
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Habits for a Growth Mindset
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Exploring Growth Mindset Approaches to Customer Support
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Summary: Adopting a Growth Mindset
Strategies for Success-Creating a Collaborative Environment
Collaborative Environments
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Characteristics of a Collaborative Environment
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Creating a Collaborative Environment
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Summary: Creating a Collaborative Environment
Hear from: Denielle Booth
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Strategies for Success-Evaluate Call Center Interactions
Introduction to Peer Reviews
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Walkthrough of Peer Review Steps
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Weekly Review: Strategies for Success
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Congratulations!
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