10 Courses to Empower Customer Service Agents

Offered on Mitti (by SafetyCulture), the Customer Service: Handling Complaints course by Università di Firenze is a 3-part microlearning program that covers tips and techniques to address customer complaints and negative reviews and different ways to resolve them with a quick response-time. Knowing how to address these issues plays an important role in strengthening customer relationships as it turns complaints and negative customer feedback into a positive customer experience. The lessons also discuss the ways to make customers feel at ease during a complaint, some of which include showing empathy, listening actively, and giving your customers full attention. It also delves into the LAST (listen, apologize, solve, thank) strategy and how it can be used to manage online complaints.

Import this free customer service training course directly from Mitti (by SafetyCulture)'s course library. Even without design experience or coding knowledge, you can easily edit its content, incorporate games, add interactive elements, or rebrand the entire course in line with your organization’s branding guidelines.

Anyone working in the customer service industry can greatly benefit from High Speed Training’s Online Customer Service Training Course. This elearning course aims to develop your employees with great customer service skills and enable them to provide the best experience for your customers through in-person interactions or communication channels like phone calls, emails, or live chat. With this 5-part course, your employees will be able to identify the different aspects of excellent customer service, develop essential communication skills, and understand the importance of social media. By the end of the last lesson, your employees will be given an assessment where they need to score at least 80%. Once they complete the entire course and pass the final test, they can also earn a certificate of completion.

Customer Service is an online training program by vision2learn that focuses on helping customer service agents strengthen their understanding of customer care and improve their communication skills. The lessons discuss factors that can affect an organization and the customer service role, career pathways within customer service, as well as employee rights, responsibilities, and organizational procedures. Your workers can also expect a quick overview of customer service principles, customer service legislation, and customer needs and expectations. A huge chunk of the course talks about different communication methods, teamwork in customer service, and the importance of promoting and evaluating products and services.

You can easily deploy this training program for your employees since there are no prerequisites. With vision2learn, learners will also have access to online support, an online forum, and a dedicated tutor to help with lessons.

Designed originally for customer service workers in the hospitality industry, Mitti (by SafetyCulture)’s Dealing with Difficult Customers course can also help customer service agents understand the types of difficult customers and how to handle them. It delves into the best practices for meeting customer needs and solving their problems and more specific topics like how to respond to guest complaints and handle wrong orders. When your customer service employees are equipped with the right problem-solving skills, they can quickly respond to customer concerns, attend to their needs, and provide them with excellent customer service. The course features a few interactive quizzes in between the lessons to help drive better retention results and make learning more fun and engaging. It’s also divided into 4 easily digestible lessons that your employees can complete in just a few minutes.

For employees with little to no experience working in contact centers, it can be difficult to handle customer service tasks without proper training. With this in mind, industry veterans and elearning professionals from The Call Center School developed the Contact Center Basics course to empower customer service agents and provide them with comprehensive customer service training ideas about contact center operations. They also designed it as a foundational onboarding program for new customer service employees.

Overall, the self-paced elearning course is divided into 3 modules that discuss the definition of contact centers, contact center operations, as well as performance measures and professional employee development. Some of the other topics covered in the lessons include the differences between call centers and contact centers, functions of contact center key departments, and the core technologies used in contact centers. like CRMs The last part of the training program highlights the importance of shared objectives in contact centers and the benefits of having a professional development plan.

Mitti (by SafetyCulture) designed the Effective Communication course to empower teams in all fields to improve their communication skills, and ultimately boost connections, whether publicly or virtually.

The course lays out some tips on how to revamp our communication skills with practice. It also teaches techniques such as optimizing for clarity and minding your tone for more effective communication.

The content of this mini-training program has been structured in bite-sized chunks that only take a few minutes to complete. It has also incorporated learning formats like audio narration and short-form videos, which make the training more interactive for your learners. There are also a few gamification elements like find-a-word, categorize and match, and elevator games to ensure higher course engagement and retention rates.

Call Center Customer Service by Universal Class is a 10-part online course designed to provide customer service agents with the knowledge and skills needed to effectively handle customer concerns. The course is delivered through a combination of videos and supplemental articles that go into detail about the importance of customer service, proper telephone etiquette, communication skills, and CRS technologies, which include telephone, internet, and live chat capabilities. It then teaches workers how to provide excellent phone service, handle difficult customers, deal with diversity, and manage their customer service position. There’s also a lesson that walks learners through different call center scenarios to prepare them for future interactions.

While the course is designed for self-paced learning, it can only be accessed and completed within 6 months from the date of purchase via a web browser. Once learners have completed all their lessons, they have to score at least 70% on their final assessment to earn a certificate.

First Class Phone Skills is another customer service course designed by The Call Center School that focuses on foundational communication skills and telephone etiquette for call center representatives. Divided into 3 modules, this training program covers everything from call flow and phone etiquette essentials to power phrasing and vocal techniques. Some of the topics discussed include the importance of first impressions, caller shuffle, voice messaging etiquette, the power of positive words, commonly misused and mispronounced words, vocal impression, and vocal characteristics. By the end of the lessons, customer service agents will be able to effectively open and close calls, avoid negative phrases, select the right words to convey a message, overcome communication challenges, and maintain good vocal health.

This self-paced online training program provides learners with a mix of different formats, including video, narratives, scenarios, and self-assessments, all of which make the learning experience more fun and interactive.

Also available on Mitti (by SafetyCulture) is this Effective Communication in Customer Service course. Designed for customer service agents, this free training program helps them develop essential communication skills and begins with defining what effective communication is.

It also gives tips on how to listen effectively while listing down what prevents effective listening., and confident speaking techniques. A huge advantage of this course is that it’s free and completely editable so you can tailor it to your company’s specific customer service guidelines before deploying it to your teams.