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.
The telephone has changed a lot since it burst on the scene in 1876, but a few fundamentals have stayed the same. 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.
At this program’s conclusion, participants should be able to:
- Explain the importance of great service.
- Craft a professional greeting.
- Demonstrate the proper way to greet, transfer, and place callers on hold.
- Employ best practices for listening to callers.
- Effectively deal with dialects and accents on the telephone.
- Rephrase blunt communication for better results.
- Apply proven techniques for dealing with angry or upset customers.
- Manage job stress.
- Develop an action plan to improve their customer-service skills.
- Great Service Matters: Why Companies Care
- Great Greetings: 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 conclusion of the end of this web-based training course, participants should understand the fundamentals of using the telephone to provide customers with great service.