Soft Skills for Call Center Staff: Ownership and Responsibility

This course provides valuable insights and strategies for call center employees to take ownership of customer interactions and demonstrate responsibility in resolving customer issues. The course emphasizes the importance of understanding the customer’s perspective, taking proactive measures to address recurring problems, and maintaining open communication with customers. It highlights the significance of troubleshooting issues before escalating to other departments, showing empathy towards customers’ frustrations, and personalizing interactions to make customers feel important and appreciated. By following the principles outlined in this course, call center representatives can establish stronger customer relationships and improve overall customer satisfaction. The course will take around 7 minutes to complete and is designed for use on desktop, laptop, mobile and tablet.