Module 1: Foundations of Call Center Customer Service Excellence

Principles of customer service excellence in call center environments
Alignment of service goals with business objectives
Building professional standards in call center customer service excellence training

Module 2: Call Center Communication Skills

Listening and questioning for effective customer engagement
Professional telephone etiquette and tone management
Practical methods from telephone customer service training

Module 3: Call Handling Skills Course

Techniques for managing inbound and outbound calls
Structured processes for inquiries, complaints, and escalations
Time management and efficiency in customer interactions

Module 4: Customer Interaction Training

Building empathy and trust with customers
Approaches to managing difficult conversations
Best practices for professional customer interaction training

Module 5: Customer Service Excellence Training

Service quality benchmarks in call centers
Measuring customer satisfaction and performance metrics
Embedding standards from customer service training courses into operations

Module 6: Professional Call Center Training

Competency development for career progression
Linking skills development with organizational objectives
Preparing for call center customer service certification

Module 7: Call Center Skills Training

Advanced skills in workload management and multitasking
Effective use of CRM systems in service delivery
Integrating industry best practices in call center skills training

Module 8: Call Center Customer Service Excellence in Practice

Applying structured processes for call resolution
Addressing pain points such as how to improve call center customer service skills
Embedding continuous improvement into customer service

Module 9: Handling Difficult Customers in Call Centers

Techniques from call center training to handle difficult customers
Conflict resolution strategies for escalated calls
Maintaining professionalism under pressure

Module 10: Preparing for Call Center Customer Service Certification

Understanding certification requirements and competencies
Practice assessments and feedback
Certification readiness and professional recognition

Module 11: Strategies for Customer Service Excellence in Call Centers

Embedding service excellence in organizational culture
Leadership and coaching for sustained service quality
Applying customer service excellence training across teams

Module 12: Professional Development in Call Center Customer Service

Developing personal growth plans for employees
Career pathways in customer service and call center operations
Linking professional development course for call center employees with organizational performance

The Call Center Customer Service Excellence Training Course at London Crown Institute of Training is structured to strengthen technical, interpersonal, and professional capabilities. By addressing both the practical and behavioral aspects of customer interaction, the program enables participants to deliver measurable improvements in service quality.

This program integrates knowledge from customer services training courses, call center skills training, and customer interaction training, ensuring professionals are prepared for the evolving demands of modern service environments. With a focus on real-world application, the course delivers outcomes that directly improve customer satisfaction, strengthen organizational reputation, and prepare participants for future career growth.

Call Center Customer Service Excellence Training Course in London

Available Dates

Custom Date Selection

Available Cities

Objectives and Target Group

Course Content