Providing Telephone Customer Service

Everyone
  • 8 videos | 21m 28s
  • Includes Assessment
  • Earns a Badge
  • Certification CPE
  • Certification PMI PDU
Rating 4.5 of 3767 users Rating 4.5 of 3767 users (3767)
When you're providing customer service over the phone, without face-to-face interaction, it can be challenging to establish the right customer relationships. There are many techniques that can help you consistently deliver service excellence over the telephone. In this course, you'll learn basic etiquette tips for answering, managing, and ending client service (CS) calls. You'll also learn how to make a good impression by listening, using questions to probe for more information, minding your tone, and empathizing with the customer. Finally, you'll learn ways of reflecting or adapting to your customer's style.

WHAT YOU WILL LEARN

  • Recall guidelines for answering calls and putting customers on hold
    List techniques for transferring and closing customer service calls
    Recall techniques for maintaining a positive tone of voice on customer service calls
    Identify examples of active listening techniques
  • Recognize examples of customer-focused language
    Identify approaches to helping resolve customer problems
    Recall techniques for mirroring a customer's language

IN THIS COURSE

  • 39s
  • 3m 7s
  • Locked
    3.  Customer Service Telephone Etiquette: Ending Calls
    2m 31s
    In this video, you will learn how to list techniques for transferring and closing customer service calls. FREE ACCESS
  • Locked
    4.  Telephone Customer Service: Minding Your Tone
    3m 7s
    During this video, you will learn how to use techniques for maintaining a positive tone of voice on customer service calls. FREE ACCESS
  • Locked
    5.  Telephone Customer Service: Showing You're Listening
    2m 51s
    In this video, you will learn how to identify examples of active listening techniques. FREE ACCESS
  • Locked
    6.  Telephone Customer Service: Focusing on the Customer
    2m 57s
    Learn how to recognize examples of language that is focused on the customer. FREE ACCESS
  • Locked
    7.  Telephone Customer Service: Helping Resolve Problems
    2m 34s
    In this video, you will learn how to identify approaches to resolving customer problems. FREE ACCESS
  • Locked
    8.  Telephone Customer Service: Mirroring Language
    3m 42s
    During this video, you will discover how to recall techniques for mirroring a customer's language. FREE ACCESS

EARN A DIGITAL BADGE WHEN YOU COMPLETE THIS COURSE

Skillsoft is providing you the opportunity to earn a digital badge upon successful completion on some of our courses, which can be shared on any social network or business platform.

Digital badges are yours to keep, forever.

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