Customer Service
Customer Support & Call Centre Excellence
Practice call handling, active listening, empathy, ticket documentation, complaint resolution, escalation and service quality basics.
Provided by HiringMart India
About this course
Practice call handling, active listening, empathy, ticket documentation, complaint resolution, escalation and service quality basics.
What you will learn
Understand the core concepts, complete guided practice, apply the workflow to a realistic task, and demonstrate competency through module quizzes and assignments. / मूल अवधारणाएँ समझें, निर्देशित अभ्यास पूरा करें, वास्तविक कार्य पर प्रक्रिया लागू करें और मॉड्यूल क्विज़ व असाइनमेंट से अपनी दक्षता दिखाएँ।
Course curriculum
Customer Service Foundations / मॉड्यूल 14 lessons
1. Customer Support Roles and Service StandardsArticle · 15 min
2. Customer Journey and ExpectationsArticle · 18 min
3. Empathy, Ownership and Professional ToneArticle · 21 min
4. Privacy, Verification and Data ProtectionArticle · 24 min
Voice Process Skills / मॉड्यूल 24 lessons
1. Call Opening and Identity VerificationArticle · 15 min
2. Questioning, Listening and Note TakingArticle · 18 min
3. Hold, Transfer and Call ControlArticle · 21 min
4. Accurate Call Closing and Follow-UpArticle · 24 min
Complaint Resolution / मॉड्यूल 34 lessons
1. Acknowledge, Investigate and ResolveArticle · 15 min
2. De-Escalation and Difficult ConversationsArticle · 18 min
3. Escalation Matrix and Service RecoveryArticle · 21 min
4. Documenting Tickets and Case HistoryArticle · 24 min
Quality and Performance / मॉड्यूल 44 lessons
1. First Contact Resolution and AHTArticle · 15 min
2. Quality Scorecards and ComplianceArticle · 18 min
3. CRM Notes and Ticket PrioritiesArticle · 21 min
4. Mock Calls and Quality Improvement PlanArticle · 24 min