Training and professional certification programs for customer service representatives, call center, help desk, technical support, financial services support and administrative support professionals. Learn core knowledge and competencies on how call centers operate, including metrics, required skills and terminology. Focused study and practice on soft skills such as listening, speaking, questioning and de-escalating upset customers will be emphasized. After completing this course, successful graduates will have the certification and related experience to compete for customer service representative positions in the community. Books will be provided.