Free Customer Service and Call Center training scholarship in Nigeria

What you will learn

A ten-week certificate course 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.

• AHT / FCR / CSAT / SLA metrics
• Zendesk / Freshdesk ticket documentation
• Live chat & multi-chat handling
• Billing dispute & refund de-escalation
• Industry specialization (e-commerce, SaaS, telecom)
• Boundary-setting with abusive callers
• Macros & tag-based pattern detection
• QA dashboard reading
• Real mock-interaction assessment

Eight weeks at a glance

1. Week 1: Foundations. 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.
2. Week 2: Channel 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.
3. Week 3: Difficult Conversations. Billing disputes, refund pushback, and the honest-apology skill of acknowledging an experience without asserting a cause you haven't confirmed.
4. Week 4: Industry Specialization. E-commerce, subscription and SaaS, telecom, and the extra care regulated industries like healthcare billing and insurance require.
5. Week 5: Advanced 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.
6. Week 6: Ticketing Mastery & Reporting. Real Zendesk/Freshdesk workflow: tags as pattern detection, macros, SLA timers, and reading a QA dashboard the way a supervisor does.
7. Week 7: Full Simulation. Sustaining a realistic shift's interaction volume across all three channels at once, with the remote-work discipline that comes with it.
8. Week 8: Final assessment. Written exam, three graded mock interactions across phone and chat, and a practical ticket-documentation task: pass all three to certify.
9. Week 9: Practicum, part one. Three timed shifts on Harborline Desk, a fictional support company. Items arrive the way they do in a real shift; every action is graded against the rules of the job.
10. Week 10: Practicum, part two. Three more shifts including a downtime drill, a peer review of another student's work, and a tutor-marked final. Passing needs zero critical errors.

Who this track suits

• 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.
• You want a role with real, learnable structure rather than needing a naturally warm personality: tone, pacing, empathy phrasing, and even a phone-audible smile are trained, specific skills in this track, not something you either have or don't.

How to apply

1. 1
   Apply

   Fill in the form. It takes about two minutes. One application per email address, for one pool.

2. 2
   Get accepted

   Acceptance emails go out in batches. Watch your inbox.

3. 3
   Start learning

   Open your first course or your track the same day. You have six weeks to finish your first course or Week 1.

More about the scholarship

All 2,000 free scholarships · In the news · Teachers · School leavers · Short courses