Listen with purpose.
AHT / FCR / CSAT / SLA metrics
Learn · Practice · Apply PROFESSIONAL CERTIFICATION · 8 WEEKS
Turn a difficult moment
into customer trust.
Customer Service & Call Center
An 8-week certification in inbound phone, chat, and ticket support — the vocabulary, the call structure, empathy and de-escalation under real pressure, and the documentation habits that actually protect you and the customer.
YOUR NEXT COHORTA fresh start. A focused eight weeks.
—DAYS
:—HRS
:—MIN
Not sure this course is right for you? Find your training path ↗
Or try a sample exercise—no sign-up✓ Beginner-friendly foundations✓ Practice-led learning
Training for remote work. Certification does not guarantee employment.
PICTURE YOUR NEXT CHAPTERYou may already help customers every day. Turn that patience into a professional skill.See the work you’ll practise
8 weeksA structured learning journey
32+ hoursCore course training
Learn + practiceLessons, quizzes & assignments
Assessed skillsKnowledge & practical tasks
THE SKILL BEHIND THE OPPORTUNITYDon’t just know what to say.
Don’t just know what to say.
Know what to do next.
8-week certification in inbound phone, chat, and ticket-based customer support for US e-commerce, subscription, telecom, and financial services companies, with weekly live coaching sessions and a graded Week 8 certification.
Resolve with clarity.
Zendesk / Freshdesk ticket documentation
Learn · Practice · ApplyLeave a useful record.
Live chat & multi-chat handling
Learn · Practice · ApplyYOUR PRACTICAL TOOLKIT
Zendesk / Freshdesk / Salesforce Service Cloud · Macros · Slack · Zoom
YOUR COURSE IN ABOUT 20 SECONDSSee your
See your
next step.
Meet the skills you’ll practise in Customer Service & Call Center—and take a look inside the Academy Playground.
Explore the full curriculum ↗Course introduction · AI-generated presenter and narration with Academy practice visuals. Not a student testimonial.
Read the video transcript
You can learn to be the calm voice when a customer needs help. Practise real customer scenarios inside the Academy Playground. Listen carefully. Ask clear questions. Document the issue. Know when to escalate. Build skills for phone, chat and ticket support. Explore the course today.
LESS IMAGINING. MORE UNDERSTANDING.Picture yourself
Picture yourself
doing the work.
Learn to handle difficult requests with empathy, clear thinking, and useful documentation. Select a moment below to look inside the practice.
01A frustrated customer writes in.Recognize the concern without guessing what caused it.↗
Charged twice for the same order · support ticket
INCOMING TICKET
YOUR NEXT MOVE
Acknowledge the concern. Begin the verification process.
Empathy comes first. A refund promise comes after investigation.
02Ask before you assume.Practise gathering the details needed to understand the issue.↗
Charged twice for the same order · support ticket
YOUR RESPONSE
YOUR NEXT MOVE
Ask a relevant question and explain what you need to check.
A helpful response moves the investigation forward.
03Explain a clear next step.Communicate what can be done and when to expect an update.↗
Charged twice for the same order · support ticket
SET EXPECTATIONS
YOUR NEXT MOVE
Give an accurate next step, within the authority you have.
Do not invent a resolution or a timeline you cannot support.
04Leave the next agent a useful record.Practise categorization, internal notes, and escalation.↗
Charged twice for the same order · support ticket
TEAM HANDOFF
YOUR NEXT MOVE
Summarize the issue, checks, actions, and outstanding questions.
The ticket and escalation panel keep context together.
Based on the Academy’s course content and signed-in Playground. Previewing these steps does not create an attempt or save a score.
Try the no-sign-up exercise ↗What will you learn in customer service and call-centre training?
SchoolRegistry Academy’s Customer Service and Call Center course is an eight-week online programme for beginners and career changers in Nigeria. First, students learn active listening, phone and chat communication, de-escalation and safe information checks. Second, students practise ticket documentation, escalation and customer-facing decisions in a support-desk Playground. Third, tutor feedback, revision and a final assessment create evidence of applied support judgment. The October 2026 cohort uses a daily study plan with Friday live practice. Certification requires the published completion rules, full tuition coverage and an 80% overall result. The course does not promise employment or provide certification for a third-party helpdesk product.
How the Academy supports your progress
AI study support
Ask academic questions in the lesson player. The assistant uses lesson context but does not answer assignments or grade your work.
Practical task boards
Manage personal work and participate in assigned team tasks with columns, dependencies, comments and history.
Feedback and revision
Use tutor feedback, explain your changes and resubmit while the original and revised evidence remain available for review.
Your assessed portfolio is private by default. Sharing is optional and revocable. Available learning-media formats depend on the lesson; caption and low-bandwidth processing is still being completed across the library.
DESIGNED AROUND DOINGA course you
A course you
participate in.
Not just watch.
Build a habit of learning, applying, and improving. Each part of the week gives the next one a purpose.
Explore your eight weeks ↗MONDAY–THURSDAY
Learn in focused sessions.
Work through self-paced lessons and check your understanding with module quizzes.
THROUGHOUT THE WEEK
Put the lesson to work.
Apply what you’ve learned through assignments and track-specific practical exercises.
FRIDAY
Practice. Get feedback. Improve.
Join the live session and submit your weekly assignment on the cohort schedule.
YOUR LEARNING ROADMAPEight weeks.
Eight weeks.
A stronger
skill set.
From the foundations to your final practical assessment, each stage builds on the last.
A clear standard at every step.
Module quizzes check understanding before you move forward. Final certification includes written and practical assessment.
01WEEK 1Foundations+
Inbound support vs. outbound sales, the AHT/FCR/CSAT/SLA vocabulary, the full anatomy of a call, real empathy and de-escalation, and Zendesk-style ticket documentation.
02WEEK 2Channel Specialization+
Going deep on phone, live chat, and ticket support individually — multi-chat handling, written tone without a voice to carry warmth, and asynchronous research discipline.
03WEEK 3Difficult Conversations+
Billing disputes, refund pushback, and the honest-apology skill of acknowledging an experience without asserting a cause you haven't confirmed.
04WEEK 4Industry Specialization+
E-commerce, subscription and SaaS, telecom, and the extra care regulated industries like healthcare billing and insurance require.
05WEEK 5Advanced De-Escalation & Boundaries+
Genuinely abusive callers, when and how to set a boundary or hand off to a supervisor, and protecting your own composure over a full shift.
06WEEK 6Ticketing Mastery & Reporting+
Real Zendesk/Freshdesk workflow — tags as pattern detection, macros, SLA timers, and reading a QA dashboard the way a supervisor does.
07WEEK 7Full Simulation+
Sustaining a realistic shift's interaction volume across all three channels at once, with the remote-work discipline that comes with it.
08WEEK 8Certification+
Written exam, three graded mock interactions across phone and chat, and a practical ticket-documentation task — pass all three to certify.
TAKE A CLOSER LOOK
Your next step, on your terms.
Keep the curriculum, fees, start date, and study checklist in one handy course guide.
A SMALL TASTE OF THE TRAININGA moment of judgment.
A moment of judgment.
What would you do?
Start with good judgment. Try this illustrative exercise and see the reasoning behind a useful response.
SAMPLE EXERCISE No sign-up. No score saved.
PRACTICAL JUDGMENT01 / 01
I’ve been charged twice. This is unacceptable.
Choose your next response.
sr / SCHOOLREGISTRY ACADEMYCERTIFICATE OF ACHIEVEMENTEarned through
Earned through
demonstrated skill.
Customer Service & Call Center
KNOWLEDGE
COMMUNICATION
EXECUTIONSR
ACADEMY
COMMUNICATION
EXECUTIONSR
ACADEMY
SAMPLE DESIGN · NOT AN ISSUED CREDENTIAL
MORE THAN COURSE COMPLETIONA certificate.
A certificate.
And the work behind it.
SchoolRegistry Academy certification is assessed through knowledge and practical tasks—not simply time spent watching lessons.
- A written assessment of your understanding
- Track-specific practical assessment
- Applied work that demonstrates your skills
- A unique certificate ID and verification page
Issued by SchoolRegistry Academy. This is not a third-party accreditation or a guarantee of employment.
MAKE AN INFORMED CHOICEIs this your
Is this your
next step?
A good fit if you…
- You can stay calm and clear when someone is frustrated at you personally, not just annoyed at a situation — inbound support means the anger, when it shows up, is usually real and needs an actual, structured response, not a thick skin and hope.
- You'd rather actually solve someone's problem than talk them into something — the entire mindset here is the opposite of a sales call, success is a resolved issue and a customer who feels heard, not a closed deal.
- You're comfortable writing clearly under time pressure — a huge share of this job is chat and ticket work, and a wall of text or a vague note like "billing issue, resolved" fails the customer and the next agent who has to read it.
Plan for the practicalities.
A computer, headset, reliable internet, and a quiet place to practice will help you participate. Check the live-session schedule before enrolling.
Future US-client work may involve afternoon or evening hours in Nigeria.
GIVE YOUR LEARNING A DIRECTIONSkills with a
Skills with a
role in mind.
Roles this training prepares you to pursue. Start with the work you want to do, then build the skills to demonstrate it.
Customer Support Representative
Help customers understand and resolve product or account issues.
YOUR TRAINING CONNECTION
Listening, investigation, and clear next steps.
Call Center Agent
Handle inbound enquiries using a consistent support process.
YOUR TRAINING CONNECTION
Professional communication and de-escalation.
Email & Chat Support Agent
Respond to written requests and document the outcome.
YOUR TRAINING CONNECTION
Written tone, ticket notes, and escalation judgment.
Employers may test written English, typing, product knowledge, and shift availability. Regulated accounts may require additional training. Employment is not guaranteed; role titles and hiring requirements vary by employer.
THE SKILL IS ONLY PART OF YOUR STORY
Explore enrollment ↗Learn how to show what you can do.
The shared Career Readiness course covers your LinkedIn profile, résumé, interview practice, and getting paid as an international remote contractor. Describe practice honestly as training—not employment.
Talent should have
more than one way forward.
Need help with your course fee? Apply for a Founder's Scholarship before enrolling. You can also invite a family member, employer, or supporter to sponsor all or part of your training.
Scholarship awards depend on review and available budget. Sponsorship does not guarantee admission, certification, or employment.
INVEST IN A SKILL YOU CAN USEYour next chapter
Your next chapter
starts with
one clear step.
Choose your payment option. Get a clear view of the commitment before making your decision.
One track. The complete program.
- Eight-week structured curriculum
- Self-paced lessons and module quizzes
- Live Friday practice sessions
- Weekly assignments and final assessment
- Certification when requirements are met
CUSTOMER SERVICE & CALL CENTER8-week program
Pay in full or choose two installments at checkout.
₦200,000
Full course fee · or ₦100,000 × 2 installments
- Total course fee
- ₦200,000
- Format
- Online + live practice
- Cohort start
- Oct 1, 2026 · 11 AM WAT
Choose your payment plan securely at checkout.
Questions? Book a free advising call ↗Choose an available time with the Academy team. All times are WAT.
BEFORE YOU DECIDEGood questions.
Good questions.
Straight answers.
What do I actually do when a customer is genuinely angry, not just annoyed?+
Week 1 teaches the LAST framework in detail: listen fully without interrupting for the first sixty to ninety seconds while their frustration is actually peaking, apologize genuinely and specifically, solve using only what you actually control, then thank them sincerely once things have calmed. It's a structured, learnable sequence, not a personality trait, and Week 5 goes further into genuinely abusive calls and when to bring in a supervisor.
Is this only useful for phone-based call center jobs?+
No. Most remote support roles mix phone, live chat, and ticket/email support, and this track trains all three from Week 1 onward, then goes deeper on each individually in Week 2. Companies across e-commerce, subscription software, telecom, and financial services all hire for this exact skill set, covered specifically in Week 4.
Do I need previous call center experience to start?+
No. Week 1 starts from the actual vocabulary of the job, AHT, FCR, CSAT, SLA, and escalation, and the full anatomy of a call, assuming zero prior experience. The training is built specifically so someone with no call center background can be genuinely shift-ready by Week 8.
When does the cohort begin?+
October 1, 2026 at 11:00 AM WAT (Nigeria). Confirm the recurring Friday-session schedule in your enrollment information.
Is a job guaranteed?+
No. The Academy develops and assesses skills. Employment depends on your performance, employer requirements, and available roles.
What does the fee include?+
₦200,000 covers this track. You can pay in full or in two ₦100,000 installments, with the balance due three weeks later. Review the handbook and checkout terms before paying.
A little clarity.
A more confident decision.
Talk through this course, your experience and how to get started. Choose a time from the Academy team’s shared availability.
See available advising times ↗Four more ways to move forward.
A certificate should be
easy to check.
Employers and partners can confirm the current status of a shared SchoolRegistry Academy certificate using its 12-character ID.
Verify a certificate ↗Related career guides
Use these existing SchoolRegistry guides to compare the wider career decision before you enroll.
BUILD THE SKILL. PRACTICE THE WORK.Your next opportunity
Explore your enrollment ↗
Your next opportunity
deserves preparation.
Explore your enrollment ↗Customer Service & Call Center · SchoolRegistry Academy