Customer Service Excellence

Overview

Voice and chat support done well — de-escalation, accurate logging and the judgement to know when to escalate. Includes call quality scoring against real rubrics.

What you'll learn

• De-escalate an angry customer without conceding policy
• Log interactions so the next agent needs no context
• Meet resolution-time and quality targets consistently

Curriculum

Hands-on projects

Campus & labs

Your trainer

Ritu Malhotra

Quality lead who has trained support floors for telecom and banking processes.

Learner reviews