Call centre & customer service training level 2 - Adams Academy

27/04/2018 Call Centre & Customer Service Training Level 2 - Adams Academy
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HOME / COURSE / BUSINESS / CALL CENTRE & CUSTOMER SERVICE TRAINING LEVEL 2
Call Centre & Customer Service Training
Level 2
303 STUDENTS
Learn the right skills to succeed in Call Centre & Customer Service
A Call Center Customer Service Representative is the rst point of contact many customers have with a
company. These individuals are responsible mainly for taking orders, logging customer complaints and
concerns, and explaining details about a product or service. If you want to improve your customer
service skills then this course is suited to meet your need.
Call Center Customer Service Representatives must perform various tasks to ensure the successful
daily operations of a call center. They might interact with customers in a variety of ways, such as in
person, on the phone or through live chat. Some Call Center Customer Service Representatives who
take customer orders might even be involved with processing payments. A Call Center Customer
Service Representative must be knowledgeable about the products or services their company provides
and have the ability to explain these in detail.
HOME CURRICULUM REVIEWS
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This course has multiple modules structured to improve your customer service skills and make you an
indispensable member of your call center.
Why Should You Choose Call Centre & Customer Service Training
Level 2
Internationally recognised accredited quali cation
1 year accessibility to the course
Free e-Certi cate
Instant certi cate validation facility
Properly curated course with comprehensive syllabus
Full-time tutor support on working days (Monday – Friday)
E cient exam system, assessment and instant results
Access to the course content on mobile, tablet or desktop from anywhere anytime
Eligible for **NUS Extra** card which gives you 1000’s of discounts from biggest companies.
Career path
This course opens a new door for you to enter the relevant job market and also gives you the
opportunity to acquire extensive knowledge along with required skills to become successful in no time.
You will be able to stand out in the crowd after completing this course. You will also be able to add our
quali cations to your Resume and make yourself worthy in the competitive job industry.
FAQs
Who is this course for?
There is no experience or previous quali cations required for enrolment on this course. It is available to
all students of all academic backgrounds.
Is this course accredited?
Yes, this course is accredited by IAO and CPD Quali cation Standards.
If I take the course, how will I be assessed?
Once you complete all the lessons/units, you are required to sit an exam which is multiple-choice. Pass
mark is 60%.
Does this course include exams?
Yes, this course includes exams.
How can I achieve my certificate?
Once you successfully pass your exam you can obtain your certi cate of achievement either in PDF or
hard copy format, or both, for an additional fee. Certi cates are also available as e-certi cates.
Is there any charge for certification?
Yes, there is an additional charge for the certi cation service. Certi cates are £4 each for PDFs and £8
each for hard copies. If both PDF and hard copy certi cates are ordered at the same time, the cost is
£10. E-certi cates are available from your learning portal completely free of charge.
Can anyone validate my certificate through your website?
Yes, there is a unique code issued for every certi cate and anyone can validate your certi cate by using
this code through our website.
Are there any prerequisites for the course?
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There are no prerequisites for this course and it is open to everyone.
How long until I receive the course conﬁrmation details?
Once you purchase a course your account will be set up within 48 hours and you will receive an email
with your account details.
For how long do I have access to the course?
You will have access to the course for one year following purchase.
What support do you offer?
We provide 24 hours live chat support and our customer service team is available during working hours
to answer your phone calls.

Call Centre & Customer Service Basics
Module One – Getting Started 00:15:00
Module Two – The Basics (I) 00:30:00
Module Three – The Basics (II) 00:30:00
Module Four – Phone Etiquette 01:00:00
Module Five – Tools 01:00:00
Module Six – Speaking Like a Star 00:30:00
Module Seven – Types of Questions 01:00:00
Module Eight – Bench marking 00:30:00
Module Nine – Goal Setting 00:30:00
Module Ten – Key Steps 01:00:00
Module Eleven – Closing 01:00:00
Module Twelve – Wrapping Up 00:30:00
COURSE CURRICULUM
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Customer Service Skills
Understanding Customer Service 00:17:00
Identifying Customer Expectations 00:06:00
Providing Excellent Customer Service 00:07:00
Focusing on the Customer 00:08:00
Customer Service and the Telephone 00:08:00
Handling Complaints 00:12:00
Enduring Stress 00:13:00
Activities
Call Centre & Customer Service Training Level 2- Activities 00:00:00
Recommended Reading
Recommended Reading : Call Centre & Customer Service Training Level 2 00:00:00
Mock Exam
Mock Exam- Call Centre & Customer Service Training Level 2 00:20:00
Final Exam
Final Exam- Call Centre & Customer Service Training Level 2 00:20:00
COURSE REVIEWS
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Instructors
NICHOLAS ALVARADO
303 STUDENTS ENROLLED
   
LEVEL 2 - CERTIFICATE
COURSE BADGE
COURSE CERTIFICATE
21NUMBER OF UNITS
2NUMBER OF QUIZZES
10 HOURS, 6 MINUTES
ACCREDITED BY
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Registered with the UK Register of Learning Providers (UKRLP)
UKPRN: 10063816
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OUR COURSES PARTNERS
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ABOUT
Make learning more accessible to learning enthusiasts, regardless of where they are residing in the
world.
 Beaufort House, 15 St Botolph Street, London EC3A 7BB
 0800 368 7767
 help@adamsacademy.com
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Call centre & customer service training level 2 - Adams Academy

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Call centre & customer service training level 2 - Adams Academy