Class Syllabus: Telephone Skills and Quality Customer Service
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By Email
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Self-Paced / Online
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Course Description
 Today's consumers have a variety of options for shopping, obtaining services and getting the help they need. They can use catalogs, the mail, the Internet and face-to-face contact, yet telephone customer service is still the first choice for most customers when they have questions or a problem that needs to be resolved.
In order to ensure your customers or clients are happy with the customer service they receive, it's even more important for you to provide exceptional customer service, including outstanding telephone service. Consumers expect better service than ever before, and the limitations of telephone communications don't exempt you from offering them the satisfaction and resolution they demand.
This course focuses on honing outstanding telephone customer service skills in order to meet customer needs and presenting a professional, knowledgeable image that reflects well on your company. When you have finished this course, you will know everything you need to make your customers feel valued and satisfied even under the most difficult circumstances. Course Requirements
This course will not require you to have previous experience in any particular area but you should have a high school reading level. No books will be required.
Course Topics
Lesson 1: The Challenge of Telephone Customer Service in Today's World
Lesson 2: Cultivating an Excellent Phone Voice
Lesson 3: First Impressions Count
Lesson 4: Learning How to Listen
Lesson 5: Keeping the Conversation Going
Lesson 6: Conference Calls and International Calling Etiquette
Lesson 7: Call Transfers and Holds
Lesson 8: Using Voicemail and Taking Messages
Lesson 9: Screening Calls
Lesson 10: Selling on the Telephone
Lesson 11: Soothing Irate Customers
Lesson 12: When You Have to Say 'No'
Lesson 13: Some Final Thoughts on Telephone Etiquette for Quality Customer Service
Course Materials
All course materials is provided in this class. There is no need to buy additional resources.
Grading Policy
Each lesson will include a written and practice assignment that will directly apply what you have learned.
A brief 25 pt. quiz will follow each lesson. Students will successfully complete this course with 70% or better. Learning Outcomes By successfully completing this course, students will be able to:
- Describe the challenges of telephone customer service in today's world.
- Cultivate an excellent phone voice.
- Demonstrate first impressions.
- Describe methods for better listening.
- Describe ways to keep the conversation going.
- Describe conference calls and international calling etiquette.
- Describe etiquette for call transfers and holds.
- Describe best practices for using voicemail and taking messages.
- Summarize when to screen calls.
- Summarize best methods for selling on the telephone.
- Describe methods for soothing irate customers.
- Recognize when you have to say 'no', and
- Demonstrate mastery of lesson content at levels of 70% or higher.
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