10 Courses to Empower Customer Service Agents

1. Call Center Customer Service

SC Training (formerly EdApp)’s Call Center Customer Service course is a highly comprehensive microlearning course that focuses on the essentials of phone interaction, including preparing for a phone call, parts of a call, and voice, tone, and etiquette. Customer service representatives will learn about the importance of maintaining a warm, enthusiastic, and professional manner throughout the call. This is done to establish trust and encourage welcoming communication between the employee and the client. As they progress through the lessons, they’ll also learn how to properly hold and transfer calls, which can sometimes be a source of frustration for loyal customers if not handled well. The last part of this course talks about difficult customers and lists down the steps that customer service agents can take to effectively deal with them. 

To start training your team, you can import this microlearning course directly from SC Training (formerly EdApp)'s course library. And through the authoring tool, you can edit, rebrand, and deploy the course directly to your workers’ mobile device in just a few easy clicks.

• Price: Free
• Length: 5 to 10 minutes per lesson
• Certification: Available

Created by SC Training (formerly EdApp)

3. Online Customer Service Training Course

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. 

• Price: £25 +VAT
• Length: 2 hours
• Certification: Available

Created by High Speed Training

5. Dealing with Difficult Customers

Designed originally for customer service workers in the hospitality industry, SC Training (formerly EdApp)’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.

• Price: Free
• Length: 5 to 10 minutes per lesson
• Certification: Available

Created by SC Training (formerly EdApp)

6. Contact Center Basics

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. 

• Price: $19 USD
• Length: 1 hour
• Certification: Available

Created by The Call Center School

8. Call Center Customer Service by Universal Class

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. 

• Price: $50 USD (no certificate included), $75 USD (certificate included)
• Length: 6 hours
• Certification: Available

Created by Universal Class

10. Excellent Customer Service through Communication

Also available on SC Training (formerly EdApp), Excellent Customer Service Through Communication can be used as a follow-through course after completing the Speaking with Confidence course. Designed specifically for customer service employees, this free training program helps them develop essential communication skills such as proper enunciation, active listening, and confident speaking techniques. It also provides insights on the importance of improving communication skills, especially in the customer service industry. After completing this self-paced microlearning course, customer service representatives will be able to apply the different concepts of excellent customer service on their calls. 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.

• Price: Free
• Length: 5 to 10 minutes per lesson
• Certification: Available

Created by SC Training (formerly EdApp)