If you're a customer service agent, every time you answer a business call, you're the voice of your company to its customers. In fact, you may be the only company representative to whom customers ever speak. As a result, you play a vital role in building and managing customer relationships for your company, and these relationships are crucial to maintaining profitability. If you do your job well--whether it's answering questions, taking orders, or resolving problems--you'll build positive relationships with your customers. In doing so, you'll help not only your customers, whose needs you'll meet, but also your company, which will gain valuable customer loyalty. Moreover, you'll be succeeding in a very challenging profession. This four-course series will help you learn the skills you need to succeed as a customer service agent in a call center. The series covers your role in the modern call center, provides an overview of the service call process, and explains the importance of meeting customer needs and exceeding customer expectations. It focuses on the knowledge and the practical skills you need to do a professional job. It explores the challenges you face, such as handling difficult customers, controlling stress, and managing your time. In addition, because customer service today often offers opportunities for selling, the series helps you prepare to cross-sell during your calls.