8 Popular Customer Services Courses and Certifications
By Indeed Editorial Team
Published July 24, 2022
The Indeed Editorial Team comprises a diverse and talented team of writers, researchers and subject matter experts equipped with Indeed's data and insights to deliver useful tips to help guide your career journey.
Customer service agents work with all kinds of customers throughout their shifts. Agents often require professional training and can complete different courses to gain certifications to further their careers and learn new skills. Learning more about these different kinds of courses and certifications can help you develop in your career and become more successful in your role. In this article, we discuss why these courses and certifications are important, review eight customer services courses and certifications that anyone can sign up for to further their career, and offer some tips to help you choose.
Why are customer services courses and certifications important?
Customer service professionals work on improving their skills constantly, and completing customer services courses and certifications can teach them new abilities while enhancing their current ones. They may require new training as norms continue to change. Completing these courses and certifications can also improve job prospects and allow aspiring professionals to apply for jobs with more responsibility and higher pay.
8 courses and certifications for customer service professionals
Here are eight of the most popular customer services courses and certifications that you can pursue:
1. Help desk certification
This is a useful option for customer service professionals looking for a career as help desk agents. Help desk professionals are in high demand, as many businesses aim to improve their customer service by setting up a help desk. They learn how to manage and efficiently answer queries from customers using the company's support system or database. Help desk certifications also offer an immediate return on investment, as agents can start applying for jobs in this field after completing the course. You can earn your help desk certification from:
2. Call centre certifications
A majority of customer support agents begin their careers in a call centre. They field calls from customers or those who wish to inquire about a product, and offer support to them. If you want to succeed in a call centre and receive higher pay, it's important that you consider completing a call centre certification. These certifications and courses help students validate their skills, including communication, servicing, and technical skills. They're also useful for students who want to improve their performance in a call centre and eventually progress in this field. Common certificates are:
3. Customer service certifications
New graduates can benefit greatly by completing different customer service certifications. Customer support agents require a significant amount of patience, as they usually connect with customers who are unhappy, angry, or who find it difficult to explain the problem correctly. These certifications and courses can teach students how to improve their call times and resolve customers' queries more efficiently.
Customer service certifications are available for people at different stages of their careers. Those with considerable experience may consider opting for an advanced course or certification that teaches them about different call centre metrics and managing customer queries. This can help customer support employees learn key management concepts that they can use to apply for management positions. These include:
4. Customer experience certifications
Contrary to professionals that offer customer support, customer experience professionals are responsible for garnering feedback from customers about their experience when using a company's product or services. This is incredibly important for companies, as it allows them to better understand what customers require and lets them use the feedback to improve their product offerings. Companies require this information to create new iterations and improve their product or service, which ultimately gives them a competitive advantage.
Customer experience professionals and support agents devise various surveys to gather feedback from new and long-term customers. This information is vital and professionals with such certifications can play an important role in any company. Common certifications include:
5. Technical support certifications
Some companies hire customer support employees with technical knowledge and an understanding of fundamental concepts relative to their industry. Banks, software companies, and most businesses that offer technical solutions prefer to hire support employees with certifications or a strong understanding of the fundamental concepts. This is demonstrable through courses or certifications and makes it easy for companies to make a decision.
For instance, if you work as a customer support agent in the cloud hosting industry, you can complete different technical courses and certifications to demonstrate your skill and understanding of cloud hosting concepts. This is important because most queries are likely to be from professionals who know the core concepts. Qualified customers often need extensive technical support, and gaining these certifications can help you resolve even the most complicated issues. Common courses include:
6. Certifications to improve communication skills
A significant part of a customer support agent's work requires them to communicate with others. They talk to customers and other parties via e-mail, the phone, and online messaging platforms, so it's critical for them to have exceptional communication skills. Being articulate and clear when explaining concepts, for instance, is an important requirement for customer service agents. Most customers generally expect a quick and satisfactory resolution to their problems.
Some customers might be less calm or polite than others, so it's also important for customer support employees to exercise patience and answer their queries properly. There are many certifications that you can take to improve your communication skills. It's important to take a course that includes training from a professional instructor, as they can guide you through different situations that you may find yourself in as a customer support specialist, and explain the best ways to manage them. Common certifications include:
7. Certifications that focus on gender-inclusive language
Customer support agents usually don't know who's on the other line until they first introduce themselves. It's important to use gender-inclusive language and ask about a person's pronouns before you start helping them. Companies that prioritize diversity and inclusion also have specific style guides and language communication guidelines that they use to ensure support agents primarily use gender-inclusive language.
There are different certifications that you can complete to demonstrate your ability to use gender-inclusive language in conversations. Even if you don't sign up for certification, completing one of these courses can help you become more understanding of others, allowing you to offer better assistance to customers. Common certifications include:
8. Client services management certifications
There are some certifications that don't focus on front-end support. Instead of talking directly with customers, back-end support employees are responsible for managing operations. From setting up support programs to creating a database, back-end professionals in customer support teams have many responsibilities. Completing a certification that demonstrates your ability to manage back-end operations and route queries throughout the department can help you pursue a higher-paying position and improve your teamwork skills. Common certifications include:
Tips for choosing a customer service certification
Here are some important tips to help you select a suitable customer service certification or course:
Duration and class schedule
An important factor to consider is the duration of the course and the class schedule. If you're working at a company and your class schedule conflicts, you may consider another course. Many courses now offer recorded lessons that a student can take at their own convenience.
Another important factor to consider is the total cost of the course. Depending upon the overall course duration, the lessons, and the reputation of the course itself, the costs are likely to vary. It's important that you choose a course within your budget.
A key factor when deciding between different courses is the curriculum. It's usually wise to choose a course that teaches new concepts while revising old ones to ensure you're fully updated on any newer developments in the field. It's important to review the curriculum and consider how much new information it might offer before you apply to join the course.
Please note that none of the companies, institutions, or organizations mentioned in this article are affiliated with Indeed.
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