Service Call Center Training

Employers may also use worksheets and webinars as an informal resource.

In call center service training, there are a variety of ways that an employer may choose to train employees. Some of these include modules, PowerPoint presentations, videos and web-based training.

Training Modules

Employers may choose from a variety of ways to train their employees.

Training modules give the employee customer service training at her own pace. With training modules, an employee will learn how to develop compassion, listening and problem-solving skills, and communication and telephone skills.

PowerPoint Presentations

PowerPoint presentations are designed to keep employees focused and engaged. Employers use PowerPoint presentations to explain workplace ethics, company history, training overviews, problem solving, goal setting and customer service.

Training Videos

Training videos teach employees values, techniques and attitudes that will help provide a service level to maintain customer loyalty. Subject areas that may be covered in training videos are customer satisfaction, developing teamwork, managing complaints and angry customers, and positive communication.

Web-Based Training

Web-based training may consist of media presentations, online quizzes, post-quiz feedback, key point reminders and certificates of completion. This type of training may be done in an employer's facility through a private network or from a remote location accessed through the Internet.

References

• Impact Learning Systems: Customer Service Training
• Customer Service Training Center
• Ready Set Present: PowerPoint Content
• Telephone Doctor: Web-Based Training

Resources

• International Customer Service Association: Resources
• Strategic Futures: Customer Service Training