CVS Health Call Center Customer Service Professional Certificate

Launch your career in call center customer service. Build job-ready skills to land your next role in call center customer service.

Instructors: Denielle Booth +2 more

What you'll learn

  •   Create positive interactions with customers and de-escalate conflict
  •   Create solutions to customer problems
  •   Describe different roles in call center customer service

    • Skills you'll gain

  •   Growth Mindedness
  •   Interviewing Skills
  •   Verbal Communication Skills
  •   Greeting Customers
  •   Teamwork
  •   Call Center Experience
  •   De-escalation Techniques
  •   Active Listening
  •   Cross Selling
  •   Retail Sales
  •   Customer Relationship Building
  •   Customer Complaint Resolution

    • Professional Certificate - 4 course series

    Throughout this program, there are numerous self-guided activities to help you apply what you learn. In addition, there are three peer review projects, one capstone project, and eight simulations. Simulations allow you to practice solving customer problems in real-world situations. Customers and managers will react to your choices in the simulation, and you will be able to correct your actions or words as the simulation continues. The projects will give you portfolio examples of how to handle customer interactions based on your practice in real-world simulations. The final capstone project allows you to research and evaluate call center tasks in a real-world setting. You will use a checklist to provide an analysis of your experience and reflect on how you would act differently based on what you’ve learned throughout the program.

    By the end of the course, you will be able to: - Create positive interactions with customers - De-escalate conflict with customers - Process retail transactions in real-world situations - Describe the different roles in retail customer service No prior experience in customer service is necessary to be successful in this course.

    By the end of the course, you will be able to: - Create positive interactions with customers - De-escalate conflict 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 that you complete the first course in this program.

    -By the end of the course, you will be able to: -Create positive interactions with customers -De-escalate conflict with customers -Create solutions to customer problems -Describe the different roles in call center customer service To be successful in this course, it is recommended that you complete the two courses in this program.

    -By the end of the course, you will be able to: -Create positive interactions with customers -De-escalate conflict with customers -Create solutions to customer problems -Describe the different roles in call center customer service To be successful in this course, it is recommended that you complete the first four courses in this program.

    Interacting with Customers

    Call Center Customer Service

    Preparing for Your Call Center Customer Service Role

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