Virtual Comprehensive Telephone Customer Service Course

Course Highlights

This online instructor-led telephone customer service course will:

• Provide a framework for identifying the root cause of a customer’s problem.
• Offer a process for ensuring customers feel heard and understood.
• Share customer-centric language starters for effective communication.
• Recommend strategies for managing a wide range of difficult phone calls.
• Suggest approaches for reducing stress in high-pressure situations.

Course Overview

This virtual training program is designed for customer service professionals who regularly deal with complaint calls, troubleshooting requests, and complex service issues. Through three interactive segments, participants will develop the skills needed to diagnose problems effectively, communicate confidently, and de-escalate stressful interactions with professionalism.

In the first segment, participants will explore common sources of customer complaints, learning how to differentiate between immediate problems and deeper issues. They’ll also focus on aligning their communication with organizational service goals, projecting confidence, and taking control of the conversation while maintaining a positive rapport with the caller.

The second segment centers on communication strategies, emphasizing how stress impacts both the caller and the service provider. Participants will practice managing customer stress, avoiding language that can escalate tension, and handling inappropriate behaviors like yelling. This segment introduces the “go slow to go fast” technique, which encourages patience and professionalism in navigating complex situations.

In the final segment, participants will tackle delivering difficult messages—such as saying “no” when necessary—and handling repeat calls about the same issue. They’ll also learn when to transfer calls to a colleague or supervisor and troubleshoot real-time communication challenges. Practical exercises and case studies will reinforce these skills, ensuring participants feel confident managing tough calls and staying in control during high-stress situations.

By the end of the program, participants will be well-prepared to handle difficult calls with poise, maintaining professionalism and ensuring a positive customer experience.

Segment One Objectives

At this segment’s conclusion, participants should be able to:

• Explain three common sources of customer complaints.
• Determine whether an issue is a problem or a symptom of something larger.
• Identify communication targets and align them with organizational service goals.
• Project confidence during customer interactions.
• Quickly assess whether a caller is new or a repeat customer.
• Take control of a call without alienating the caller.

Segment One Modules

• People, Process, Product: Finding the Source of Issues
• End Game: Knowing Where You’re Going
• Competence: Communicating with Confidence
• Permission: Gaining Control by Giving It

Segment Two Objectives

At this segment’s conclusion, participants should be able to:

• Explain how the brain responds to stress and how to manage a caller’s stress effectively.
• Practice the “go slow to go fast” method for better problem-solving.
• Avoid language that heightens a caller’s stress level.
• Use solution-focused language to resolve customer issues.
• Handle inappropriate behaviors, such as yelling or aggression, calmly and professionally.

Segment Two Modules

• A Brain on Stress: Working with, Not Against, Biology
• Repeat and Repeat: Demonstrating Listening
• Toxic Talk: Avoiding Conflict Language
• Inappropriate Actions: Responding to Line-Crossing Behavior

Segment Three Objectives

At this segment’s conclusion, participants should be able to:

• Explain when saying “no” is appropriate and how to deliver the message professionally.
• Handle repeat calls about unresolved issues.
• Determine when to pass calls to another agent or supervisor.
• Troubleshoot communication problems effectively.
• Manage stress in high-pressure situations.

Segment Three Modules

• The End of the Road: Communicating “No” Answers the Right Way
• Hello, It’s Me: Handling Repeat Calls
• Hot Potato: Asking for Help
• Tough Customer: Managing Special Situations

Target Audience

This virtual training program is designed for:

• Customer service professionals who regularly handle complaints and troubleshooting calls.
• Service teams looking to improve their ability to manage difficult phone interactions.
• Organizations that want to enhance their telephone-based customer service.

Suggested Format

• Three-Segment Virtual Classroom Course

Questions This Page Answers About Customer Service Training for Providers

• I’m looking for an in-depth telephone customer service training course with a focus on de-escalation skills. Where can I find that?
• Who offers instructor-led telephone customer service training?
• What’s normally included in comprehensive telephone customer service training?