Course Outcomes

This telephone customer service course will:

  • Offer a framework for pinpointing the root cause of a problem.
  • Suggest a process for showing customers they are heard, and their issues are important.
  • Provide a list of customer-centric language starter stems.
  • Recommend strategies for professionally handling a wide range of difficult calls.

Course Overview

This telephone customer service course is designed for people who regularly take complaint calls, troubleshooting calls, and calls where they must leverage their critical thinking and people skills to reach a satisfactory resolution. Taught in three two-hour segments, this instructor-led program goes beyond the basics and focuses on the skills needed to build trust, ask meaningful questions, think through complex issues, and employ de-escalation language to calm upset customers.

Note: The workshop works best when clients supply real-life scenarios that can be throughout the course. When this is not possible, we can pull from our inventory of stock scenarios.

Segment One Objectives

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

  • Explain three sources of customer complaints or problems.
  • Determine whether an issue is a problem or a symptom of something larger.
  • Identify communication targets and organizational service goals.
  • Present a confident image.
  • Quickly ascertain whether a caller is a first-time or repeat caller.
  • Take control of a call without alienating callers.

Segment One Modules

  • People, Process, Product: Finding the Source of an 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 reacts during stress and actions they can take to manage a caller’s stress.
  • Practice a “go slow to go fast” methodology.
  • Avoid words that increase a caller’s stress.
  • Use solving language.
  • Handle screaming, yelling, and other inappropriate behavior.

Segment Two Modules

  • A Brain on Stress: Working with and 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 “no” is an appropriate answer.
  • Deliver “no” message professionally.
  • Handle repeat calls about the same issue.
  • Determine when they should pass calls to another agent or a supervisor.
  • Troubleshoot common and uncommon communication problems.

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

By the end of this online training program, participants should be able to confidently and competently manage a range of calls and callers.