Customer Service Training

CARF accredited-Aspire to ExcellenceCustomer Service Fundamentals is a CARF-accredited vocational training program. Trainees receive a combination of computer and telephone service skills to produce quality customer service employees. The program helps clients build their resumes, skills, confidence, and improve their ability to find employment in a call center or customer service position. For trainees who need it, Cleveland Sight Center designs an individual package of assistive technologies that will minimize the impact of their particular vision loss.

Vision impaired employees working in a call center.

Customer Service Fundamentals

Course Description

Customer Service Fundamentals provides a solid foundation for participants seeking employment in a call center or customer service area. This training program helps participants build their resume, skills, confidence, and improve their ability to find employment in a call center or customer service position. Customer Service Fundamentals is a course that meets 4 hours per day for 10 days and is completed in a two week period.

Course Design

The course is Instructor facilitated and designed to embrace as many learning styles as possible. Participants are expected to complete homework, online exercises, and take tests. Training can be completed in-person or on-line. To pass Customer Service Fundamentals, participants must score 85% or above on all quizzes, activities and the final test.

Prerequisites

Participants must type 30 words per minute with 95% accuracy. Participants must have proficient computer skills in the area of: navigating a Windows computer, using Microsoft Word, internet navigation and searching, using email. Computer skills must be documented using an assessment.

Equipment

If the participant is attending in-person, equipment will be provided. If the participant is attending remotely, they will need the following: computer, Microsoft Office Home and Student, any applicable adaptations needed to use the computer, high-speed Internet, and a phone or cellphone (with at least 2,400 minutes to apply towards the course).

Experience

When attending in-person, students spend time shadowing side-by-side with call center agents. The student is patched into the phone so they can hear the agent and caller. They observe live phone calls, ask questions about working in a call center, and get a feel for day-to-day operations. Classes where all students are attending remotely will instead listen to recorded calls. As a group they will discuss the calls using what they've learned about great customer service.

Guest Speakers

Guest speakers will join our class from the Cleveland Sight Center call center and Employment department. Participants meet Team Leads, Managers, and Employment Specialists. They hear from peers on topics such as re-entering the workforce, using assistive technology, interviewing skills, resume building, and more.

Curriculum

The curriculum includes, but is not limited to, the following topics:

  • Equipment Common to Call Centers
  • Using Email and Chat in the Workplace
  • Time Management on the Job
  • Learning Styles
  • Listening Styles
  • Call Center Terminology
  • Key Performance Indicators
  • Quality Call Behavior
  • Scripts and Communication
  • Effective Questioning
  • Professional Courtesy
  • Concerned Call Behavior
  • Timely Resolution Call Behavior
  • Preempting Escalations
  • Upset Verses Difficult Callers
  • Handling Difficult Customers
  • Objection-handling process

More Information

Contact Susie Meles at 216-791-8118 ext. 8747 or smeles@clevelandsightcenter.org for more information about Customer Service Fundamentals.