Providing Telephone Customer Service
Overview/Description
Target Audience
Prerequisites
Expected Duration
Lesson Objectives
Course Number
Expertise Level
Overview/Description
When you're providing customer service over the phone, without face-to-face interaction, it can be challenging to establish the right relationship. There are many techniques that can help you consistently deliver the best customer service over the phone. In this course, you'll learn basic etiquette tips for answering, managing, and ending customer service 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.
Target Audience
Anyone who wants to develop or refresh their customer service skills.
Prerequisites
None
Expected Duration (hours)
0.5
Lesson Objectives
Providing Telephone Customer Service
acs_03_a03_bs_enus
Expertise Level
Everyone