Providing Telephone Customer Service
8 Videos | 30m 28s - Includes Assessment
- Earns a Badge
- CPE
- PMI PDU
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
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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
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1.Providing Telephone Customer Service39sUP NEXT
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2.Customer Service Telephone Etiquette: Managing Calls3m 7s
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3.Customer Service Telephone Etiquette: Ending Calls2m 31s
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4.Telephone Customer Service: Minding Your Tone3m 7s
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5.Telephone Customer Service: Showing You're Listening2m 51s
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6.Telephone Customer Service: Focusing on the Customer2m 57s
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7.Telephone Customer Service: Helping Resolve Problems2m 34s
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8.Telephone Customer Service: Mirroring Language3m 42s
EARN A DIGITAL BADGE WHEN YOU COMPLETE THIS COURSE
Skillsoft is providing you the opportunity to earn a digital badge upon successful completion of this course, which can be shared on any social network or business platform
Digital badges are yours to keep, forever.
