Online Course – CVS Health Call Center Certified Professional Customer Service Certificate

Invest in your career in call center customer service. Gain job-ready skills to land your next call center customer service job.

Suggested by: Coursera (What is Coursera?)

Start your Coursera.com free trial today
קורס אונליין - תעודה מקצועית מוסמכת בשירות לקוחות במוקד הטלפוני של CVS Health

Professional Certificate

Beginners

No prior knowledge required

Time to complete the course

7-day free trial

No unnecessary risks

Skills you will acquire in the course

  • Create positive interactions with customers
  • Reduce conflicts with customers
  • Find solutions to customer problems
  • Describe the different roles in customer service at the call center.

What you will learn in the course

Courses for which the course is suitable

  • Customer Service Representative
  • Customer Service Center Manager
  • Customer Problem Solving Specialist
  • Retail Sales Representative
  • Customer Experience Manager
  • Customer Service Coordinator
  • Customer Service Advisor
  • Customer Relations Manager
  • Technical Support Representative
  • Customer Service Team Manager
# Professional Certificate – 4-Course Series Customer service call centers are in high demand, and there are thousands of job openings in the United States alone. If you love talking to people and solving problems and are ready for new experiences, this program is for you. Customer service in the call center is an exciting career, where every day is a new day and a new adventure. If you are considering a career in retail customer service and are focused on providing exceptional customer experiences, this role is for you. The program prepares learners for their new role through a combination of videos, activities, discussions, simulations, peer-reviewed projects, and a final assignment. During each of these activities, you will create experiences that you can refer to in job interviews or even when working with customers after you get the job. ## At the end of the program, you will be able to: – Create positive interactions with customers – Reduce conflicts with customers – Find solutions to customer problems – Describe the different roles in customer service at the call center Upon completion of the program, you will receive a professional certificate from CVS Health that will showcase your skills. In addition, you will have access to career support resources to help you with your job search and will have a portfolio of meaningful activities you have completed to present to potential employers. ## Designated Learning Project Throughout the program, there are many activities that guide you in applying what you have learned. In addition, there are three peer-reviewed projects, one capstone project, and eight simulations. The simulations allow you to practice solving customer problems in real-world situations. Customers and managers will respond to your choices in the simulation, and you can correct your actions or words as the simulation progresses. The projects will provide you with portfolio examples of how to handle customer interactions based on your training in real-world simulations. The final project allows you to explore and evaluate customer service call center tasks in a real-world setting. You can use a checklist to provide an analysis of your experience and consider how you would have acted differently based on what you learned during the program.

Details of the courses that make up the specialization

Introduction to customer service

Course 1 • 18 hours

Course details

What you’ll learn

The Introduction to Customer Service course offers an in-depth look at the communication, time management, and stress reduction skills required for a career in customer service. The course provides frameworks for communication, time management, and problem-solving so you can immediately improve your skills and practice customer service interactions. In addition, practical activities and community observations are part of the course.

  • Create positive interactions with customers
  • Reduce stress with customers
  • Process retail transactions in real-world situations
  • Describe the different roles in retail customer service.

No prior customer service experience is necessary to succeed in this course.

Skills you will gain

  • Active listening
  • communication
  • Prioritize tasks
  • Time management

Customer interaction

Course 2 • 21 hours

Course details

What you’ll learn

This course introduces the various customer interactions that occur in retail settings and allows you to experience real interactions through simulations and scenarios. Interactions include face-to-face, over the phone, or via social media.

  • Create positive interactions with customers
  • Stop arguing with customers
  • Process retail transactions in real-world situations
  • Describe the different roles in retail customer service.

To be successful in this course, it is recommended to complete the first course in this program.

Skills you will gain

  • Customer Service
  • communication
  • Time management
  • Stress reduction

Call center customer service

Course 3 • 19 hours

Course details

What you’ll learn

The course requires mastery of basic skills such as data entry and information organization. Communicating through voice alone requires a wide range of communication skills.

  • Create positive interactions with customers
  • Reduce stress with customers
  • Create solutions to customer problems
  • Describe the different roles in customer service in a call center.

To be successful in this course, it is recommended to complete both courses in this program.

Skills you will gain

  • Customer Service
  • communication
  • Troubleshooting
  • Time management
  • Stress reduction

Preparation for a customer service position in a call center

Course 4 • 3 hours

Course details

What you’ll learn

The course provides guidance on resume writing and social media presence for learners interested in a career in customer service.

  • Create positive interactions with customers
  • Reduce stress with customers
  • Create solutions to customer problems
  • Describe the different roles in customer service in a call center.

To be successful in this course, it is recommended that you complete the first four courses in this program.

Skills you will gain

  • Customer Service
  • communication
  • Creating a resume

Related products