2. Customer Service Fundamentals

lesson 2 covers customer service fundamentals for call centre agents. It includes an overview of customer service principles and best practices, communication skills development for the call centre environment, handling difficult customers and complaints, and the importance of empathy, active listening, and problem-solving skills. Call centre agents will learn how to communicate effectively with customers, build rapport, and de-escalate situations. They will also develop skills to understand customer needs, provide appropriate solutions, and deliver outstanding customer service. This lesson is critical to creating a positive customer experience and building strong relationships with customers.