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Customer Service Professional - Call Center with Remote Worker

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Begin your career in customer service through our valuable course

The University of Central Missouri's Customer Service Professional - Call Center with Remote Worker certificate program prepares students for entry-level customer service positions across a number of industries both in a physical environment and working remotely from home. Students will learn how to provide excellent service and how to resolve issues via telephone conversations, online contacts or in person. The projected job openings for customer service professionals stands at 350,200 by 2029 and median pay is $34,710, according to the U.S. Bureau of Labor Statistics. Through this program, students earn an industry-recognized certificate and continuing education units which may not be applied to a degree program and are not eligible for federal financial aid.

UCM certificate cost icon   $2,995 (includes books, fees and exam costs if applicable)
Additional fees: Laptop (if needed) $400

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Classes forming now. Let us know of your interest, and we will keep you informed of all course offerings.

Contact hours icon    210 hours (including out-of-class work)  Prerequesites checklist icon   18 years of age or older, high school diploma or equivalent, Basic to intermediate computer proficiency. Access to a computer with Internet at home or another access point on a regular basis.

 

Learn valuable skills that will prepare you for success
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This certificate program is built to prepare you for employment, as well as success in the workplace, and is made up of three primary sections: Technical Skills, Personal Effectiveness Skills and Work Readiness Skills.

Technical skills

Students will learn principles for providing exceptional service in person or remotely/virtually. Additionally, students will learn:

  • The steps to calm down angry customers and to earn their loyalty
  • Techniques to discover customers’ needs and expectations
  • The rules to exceed customer expectations, each time and in every contact
  • Techniques for communicating quality by phone and voicemail
  • How to handle complaints with expertise to avoid losing the customer
  • How to translate problems/complaints into opportunities of earning customer loyalty
  • How to make sure that a customer never leaves unsatisfied
  • How to permanently increase the average transactions of customers, sales over sales
  • Establishing a call strategy, prospecting and qualifying customers
  • Phone etiquette, scripts and asking the right types of questions
  • Benchmarking, goal setting and closing sales.

Students successfully completing this course will be prepared to take a national certification exam from the NRF Foundation called Customer Service and Sales as well as the Remote Worker certification.

 

Personal effectiveness and work readiness skills

According to Leadership IQ, 46 percent of new hires fail within 18 months, but only 11 percent fail because of their technical skills. A stunning 89 percent of failures are the result of a lack of attitude or interpersonal skills to succeed.

To address this challenge, UCM has incorporated a curriculum we call CoreBuilders into this certificate program. CoreBuilders addresses critical Personal Effectiveness and Work Readiness Skills.

CoreBuilders focuses on attitude and interpersonal skills and is used in conjunction with technical training to maximize success. CoreBuilders prepares individuals with a solid foundation of knowledge and skills by focusing on three competency areas: Personal Effectiveness, Building Strong Relationships and Career Management.

With CoreBuilders, you will be challenged to examine yourself, ditch negative mindsets, behaviors, and even habits that hold you back, and learn how to replace them with proven success strategies.

You will learn how to develop a winning attitude, act with integrity, stay laser-focused on matters within your control, effectively communicate in various settings, become a valuable team asset, solve problems more constructively and set goals to drive your success.

Further you will be introduced to a time-tested human behavior model that can be practically applied in the workplace, transforming your relationships to healthy, productive and strong ones.

Finally, CoreBuilders equips learners to navigate the ever-changing job search process successfully and manage their careers in a fast paced, technology-driven marketplace.

 

Expected awards

  • UCM Certificate of Completion
  • NRF Foundation Customer Service and Sales Certification, must pass industry exam
  • Remote Worker Certification, must pass industry exam
 

Stay Informed Classes Starting Soon

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