Course Outcomes

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 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.

Program Objectives

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.

Program Modules

  • 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.