Topic outline

• Introduction

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  Welcome to the Understanding Customer Needs in a Call Centre course! We're excited to have you here and look forward to guiding you through this short course. Follow the steps below to make the most of your learning experience.

  1. Watch and unlock
  The course is built around engaging videos designed to help you understand key concepts.
  After watching each video, the next one will automatically unlock, so you can learn step by step at your own pace.

  
  2. Complete the quiz
  At the end of the videos, there’s a quick and simple quiz to check your understanding. The quiz includes:

  • True or false questions
  • Multiple choice questions

  Take your time, and don’t worry—this is all about reinforcing what you’ve learned! You have three chances to ace the quiz.

  3. Share your feedback
  After the quiz, we’d love to hear your thoughts through a participant feedback survey. Your feedback helps us make the course even better for future participants. Completing this short survey will also unlock your certificate of completion.

  
  4. Celebrate your achievement
  Once you’ve completed all the steps—watching the videos, finishing the quiz, and providing feedback—you’ll receive your certificate of completion.

  Not available unless: You are a(n) Student

• Input data received onto appropriate computer packages within a contact centre
  Not available unless: You are a(n) Student

• Apply the basic skills of customer service
  Not available unless: The activity Effective listening is marked complete

• Quiz
  Not available unless: The activity Good customer service is marked complete

• Student feedback
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  Not available unless: The activity Quiz: Understanding Customer Needs in Call Centres is marked ... ...

  Not available unless: The activity Quiz: Understanding Customer Needs in Call Centres is marked complete

• Certificate of completion
  Not available unless: The activity Student Feedback is marked complete