The Excellent Call Center Representative

This is a Guided Self-Study .25 credit course.  Upon registering, you will receive a textbook that includes activities and worksheets, a course outline and end of course quiz.  You will have UP TO 30 days to complete this course.

Course Description:

Good telephone service is integral to the success of any business. To  the customers you speak with, you are the voice of the company – the person they will remember the most. In many ways, your callers’ experiences with you help form their overall feelings about the organization. Use The Excellent Call Center Representative to explore the fundamentals of telephone service and effective call handling techniques to successfully serve the needs of your customers.

  • Have good telephone service for your company and your customers
  • Cultivate a positive attitude and excellent interpersonal skills
  • Greet and  engage with different kinds of customers

Table of Contents:

Chapter 1: Telephone Service Fundamentals
Benefits of Good Telephone Service

Guidelines for Good Telephone Service

  • Hear and Understand
  • Expect the Best
  • Act with Integrity
  • Respect Diversity

Attitude and Interpersonal Skills

  • Attitude
  • Interpersonal Skills

Greeting Customers

Types of Customers

  • Demanding
  • Amiable
  • Thinking
  • Compliant

Steps for Greeting a Customer Effectively

Chapter 2: Handling Calls Effectively
Identifying Customer Needs

Questioning Skills

  • Open-Ended Questions
  • Closed-Ended Questions
  • Background Questions
  • Probing Questions

Basic Listening Skills

Active Listening

  • Poor Connections
  • Visual Distractions
  • Fatigue, Stress, or Mental Restlessness
  • Difficulty in Understanding the Caller
  • Expectations About the Communication

Confirming the Caller’s Request

Taking Action

Handling Difficult Calls

Sources of Challenging Calls

  • Situation
  • Caller


Finding Workable Solutions

Angry Callers

Effective Handling of Angry Callers

Abusive Callers

Closure of a Call


Course TitleCreditsStart DateStart TimeDelivery TypeDelivery OptionInstructor / LocationPrice
The Excellent Call Center Representative.25 Any AnySelf-StudySelf-Study Faculty$515.00 Register Now
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