Welcome to the Agents of Excellence: Achieving a Higher Level of Customer Service course!

This course is designed to introduce you to the “soft” behavioral skills of a contact center agent. While each organization will have its own policies and procedures that you will be required to follow, the skills taught here are intended to provide you with a solid foundation to complement your technical training.

In this course, you will learn about:

• The elements of exceptional customer service
• Providing value for your customer
• Skills that you can use to create a positive customer experience
• Skills to help you build a relationship with your customers
• Skills for adapting to different customer responses