Course Highlights

This web-based telephone customer service course will:

  • Provide a thorough overview of great service over the phone.
  • Stress the importance of making service-centric choices.
  • Offer suggestions for dealing with difficult situations and managing stress.

Course Overview

The telephone has changed significantly since its introduction in 1876, but a few fundamentals have remained unchanged. This course focuses exclusively on best practices for delivering great customer service over the phone. The program looks at the importance of choosing a service strategy, the mechanics of a strong greeting, skills for navigating calls, tactics for dealing with unhappy callers and challenging situations, and methods for reducing stress.

Program Objectives

At the conclusion of this program, participants should be able to:

  • Explain the importance of great service.
  • Describe the four elements that professional greetings share.
  • Discuss best practices for sounding positive, fresh, and professional on every call.
  • Outline the proper way to transfer and place callers on hold.
  • Rephrase blunt communication or “trigger words and phrases” for better results.
  • Deliver “no” messages professionally.
  • Explain the Acknowledge, Agree, Ask (AAA) model for de-escalating and moving calls forward.
  • Develop a plan for dealing with angry or upset customers.
  • Effectively manage job stress.
  • Develop an action plan to improve customer service skills.

Program Modules

  • Great Service Matters: Why Companies Care
  • First Impressions: Starting on the Right Foot
  • Best Practices for Calls: A Proven Roadmap
  • When We Can’t Immediately Help: Holds and Transfers
  • Tactics for Dealing with Difficult Calls and Demanding Callers: When the Going Gets Tough
  • Wrapping Up Calls: Ending on a Good Note
  • Stress Management: Refresh and Reset

By the end of this web-based training course, participants should understand the fundamentals of using the telephone to provide excellent customer service.