Providing Telephone Customer Service

  • 8 Videos | 30m 28s
  • Includes Assessment
  • Earns a Badge
  • Certification CPE
  • Certification PMI PDU
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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

  • Playable
    1. 
    Providing Telephone Customer Service
    39s
    UP NEXT
  • Playable
    2. 
    Customer Service Telephone Etiquette: Managing Calls
    3m 7s
  • Locked
    3. 
    Customer Service Telephone Etiquette: Ending Calls
    2m 31s
  • Locked
    4. 
    Telephone Customer Service: Minding Your Tone
    3m 7s
  • Locked
    5. 
    Telephone Customer Service: Showing You're Listening
    2m 51s
  • Locked
    6. 
    Telephone Customer Service: Focusing on the Customer
    2m 57s
  • Locked
    7. 
    Telephone Customer Service: Helping Resolve Problems
    2m 34s
  • Locked
    8. 
    Telephone Customer Service: Mirroring Language
    3m 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.

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