Providing Telephone Customer Service

Overview/Description
Target Audience
Prerequisites
Expected Duration
Lesson Objectives
Course Number
Expertise Level

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Overview/Description
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.

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

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

use proper etiquette and techniques when providing customer service via telephone

Course Number:
acs_03_a03_bs_enus

Expertise Level
Everyone