Handling Customer Calls

Handling Customer Calls

Handling customer calls is the practice of managing incoming telephone calls of the customers which can be inquiries, or requests. The practice involves active listening, knowing the customer’s needs, providing information on product or service, and resolving issues. It aims to answer questions, provide support, troubleshoot issues, and offer solutions, with good communication, empathy, and patience.

Certification in Handling Customer Calls certifies your skills and knowledge in managing customer calls for the company. This certification assess you in communicating effectively, customer issues, handle complaints, professionalism, difficult calls, and customer satisfaction.

Why is Handling Customer Calls certification important?

• Certification can make candidates more attractive to employers looking for skilled customer service professionals.
• Certification focuses on refining communication, empathy, and problem-solving skills, which are essential for handling customer calls effectively.
• Having certification can open doors to higher-level customer service roles, including team lead or supervisor positions.
• Certified individuals are more confident in managing difficult or high-pressure calls, improving their performance.
• Certification helps professionals provide better service, leading to higher customer satisfaction and retention rates.
• The certification ensures that employees possess the standardized knowledge required for optimal customer service.
• Continuous learning and skill development through certification keep customer service representatives up to date with industry standards and best practices.
  

Who should take the Handling Customer Calls Exam?

• Customer Service Representatives
• Call Center Agents
• Help Desk Support Technicians
• Sales Support Representatives
• Technical Support Specialists
• Client Relations Managers
• Customer Service Supervisors
• Customer Care Executives
• Service Desk Analysts
• Frontline Support Staff

Handling Customer Calls Certification Course Outline
The course outline for Handling Customer Calls certification is as below -

Introduction to Customer Service and Call Handling

Effective Communication Skills

Customer Empathy and Emotional Intelligence

Problem-Solving and Resolution Skills

Handling Difficult Calls

Customer Relationship Management (CRM)

Call Etiquette and Professionalism

Time Management and Efficiency

Quality Assurance in Call Handling