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Customer Care and Call Handling Skills for Agents



After students complete this course they will be able to identify and/or demonstrate an understanding of the following:

  • Explain the importance of taking care of your customers
  • Describe the link between customer care and success
  • Display a customer care based attitude
  • Use your voice tone to create a great call experience
  • Effectively interact with different personality styles
  • Diffuse difficult customers or situations
  • Use active listening and questioning skills to identify and uncover stated and unstated needs
  • Connect with the customer and build credibility and trust
  • Use effective problem solving skills to improve customer care and to manage the conversation
  • Provide clear and understandable explanations to resolve the customer's request
  • Gain acceptance for your resolutions and recommendations
  • Educate and make recommendations to add-on or up-sell additional products or services to meet your customers needs
  • Effectively close the call
  • Use the 5 step S.C.O.R.E. communications process to successfully complete two customer calls and self-evaluate them


At the end of this course you will complete a timed quiz consisting of multiple choice questions. You will be graded on the weight of each question and on the accurate answer of each question. A total score of 85% is required for a passing grade.

Use will also use the 5 step S.C.O.R.E. communications process to successfully complete and record two customer calls and self-evaluate them.

course quick facts
course code DED7003
cost $399.00
estimated time to
complete course
0 Hours
course materials
365 Days

Our organization is the industry leader in call center training. Our mission is to enable students with knowledge and skills to add value to their organizations. We provide a complete range of call center specific certificates and courses for both frontline agents and frontline leadership team members. Our courses will provide a solid foundation for planning and managing a top performing call center and enhance the professional development for frontline call center managers, supervisors, and coaches.