Providing Telephone Customer Service
Everyone
- 8 videos | 21m 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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39s
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3m 7s
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3. Customer Service Telephone Etiquette: Ending Calls2m 31sIn this video, you will learn how to list techniques for transferring and closing customer service calls. FREE ACCESS
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4. Telephone Customer Service: Minding Your Tone3m 7sDuring this video, you will learn how to use techniques for maintaining a positive tone of voice on customer service calls. FREE ACCESS
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5. Telephone Customer Service: Showing You're Listening2m 51sIn this video, you will learn how to identify examples of active listening techniques. FREE ACCESS
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6. Telephone Customer Service: Focusing on the Customer2m 57sLearn how to recognize examples of language that is focused on the customer. FREE ACCESS
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7. Telephone Customer Service: Helping Resolve Problems2m 34sIn this video, you will learn how to identify approaches to resolving customer problems. FREE ACCESS
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8. Telephone Customer Service: Mirroring Language3m 42sDuring 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.
