Handling Customer Calls Practice Exam

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

Skills Evaluated

Candidates taking the certification exam on the Handling Customer Calls is evaluated for the following skills:

• Effective Communication
• Customer Empathy
• Problem Solving
• Patience and Composure
• Conflict Resolution
• Call Documentation
• Multitasking
• Product Knowledge
• Technical Proficiency
• Time Management
  

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

Domain 1. Introduction to Customer Service and Call Handling

• Overview of Customer Service Roles

• Importance of Customer Satisfaction

• Understanding the Call Center Environment

Domain 2. Effective Communication Skills

• Active Listening Techniques

• Clear and Concise Communication

• Tone of Voice and Body Language

• Managing Customer Expectations

Domain 3. Customer Empathy and Emotional Intelligence

• Customer Emotions

• Empathy
  

• Trust
  

Domain 4. Problem-Solving and Resolution Skills

• Customer Issues

• Solutions and Alternatives

• Escalated Calls and Complaints

Domain 5. Handling Difficult Calls

• Managing Irate or Upset Customers

• De-escalation Techniques

• Keeping Calm Under Pressure

Domain 6. Customer Relationship Management (CRM)

• Using CRM Software for Call Logging

• Tracking Customer Interactions and Follow-ups

• Maintaining Customer Records

Domain 7. Call Etiquette and Professionalism

• Proper Greeting and Closing Techniques

• Maintaining Professionalism at All Times

• Managing Hold Time and Call Transfers

Domain 8. Time Management and Efficiency

• Managing Call Duration

• Balancing Multiple Customer Inquiries

• Prioritizing Urgent Issues

Domain 9. Quality Assurance in Call Handling

• Key Performance Indicators (KPIs) for Call Handling

• Customer Satisfaction Surveys

• Meeting Service Level Agreements (SLAs)