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Telephone Skills and Quality Customer Service


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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.

  • Completely Online
  • Self-Paced
  • Instructor Feedback
  • IACET CEUs
  • 6 Months to Complete
  • 24/7 Availability
  • Start Anytime
  • PC & Mac Compatible
  • Android & iOS Friendly
 

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.
  • Know when to screen calls.
  • Know 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.
 
 
 
IACET Accredited Provider
Universal Class, Inc. has been approved as an Accredited Provider by the International Association for Continuing Education and Training (IACET). In obtaining this approval, Universal Class, Inc. has demonstrated that it complies with the ANSI/IACET Standard which is widely recognized as the Standard of good practice internationally. As a result of their Accredited Provider status, Universal Class, Inc. is authorized to offer IACET CEUs for its courses that qualify under the ANSI/IACET Standard.
 
 
 

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Course Lessons

Average Lesson Rating: (730 votes)
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"Extraordinarily Helpful"
9/26/2016 1:05:27 PM

Lesson 1: The Challenge of Telephone Customer Service in Today's World

Learn about some of the challenges that meet telephone customer service providers today. 33 Total Points
  • Lesson 1 Video
  • Review Article: Tips for Telephone Service Providers
  • Take Poll: Bad Habits
  • Complete Assignment: An Introduction
  • Complete: Lesson 1 Assignment
  • Complete: Quiz for Lesson 1 : The Challenge of Telephone Customer Service in Today’s World

Lesson 2: Cultivating an Excellent Phone Voice

Learn how to speak clearly, effectively and positively to customers. 30 Total Points
  • Lesson 2 Video
  • Review Article: Speaking Well
  • Review Article: How to Develop Good Telephone Skillsl
  • Complete: Lesson 2 Assignment
  • Complete: Quiz for Lesson 2 : Cultivating an Excellent Phone Voice

Lesson 3: First Impressions Count

This lesson explains essential techniques to answering phone calls to make a good first impression. 41 Total Points
  • Lesson 3 Video
  • Review Article: Impressions Matter
  • Review Article: Customer First Impressions
  • Complete: Lesson 3 Assignment
  • Complete: Quiz for Lesson 3 : First Impressions Count

Lesson 4: Learning How to Listen

This lesson explores steps to enhance your active listening skills and responses to customers. 35 Total Points
  • Lesson 4 Video
  • Review Article: Can You Hear Me Now?
  • Review Article: Listening and Hearing: Not the Same Thing
  • Review Article: Listening Skills Improving Listening Skills on the Phone
  • Complete: Lesson 4 Assignment
  • Complete: Quiz for Lesson 4 : Learning How to Listen

Lesson 5: Keeping the Conversation Going

Asking questions of customers over the phone is designed to determine specific information. Learn how with this lesson. 32 Total Points
  • Lesson 5 Video
  • Review Article: Step-by-Step Phone Skills
  • Review Article: Keeping Customers
  • Complete: Lesson 5 Assignment
  • Complete: Quiz for Lesson 5 : Keeping the Conversation Going

Lesson 6: Conference Calls and International Calling Etiquette

You do not have to dread conference calls if you know how to set them up, keep them going, and make them effective. This lesson explores tips for creating a great call experience. 35 Total Points
  • Lesson 6 Video
  • Review Article: Dealing with Troubles
  • Review Article: Group Efforts
  • Review Article: Phone Etiquette Rules
  • Complete: Lesson 6 Assignment
  • Complete: Quiz for Lesson 6 : Conference Calls and International Calling Etiquette

Lesson 7: Call Transfers and Holds

Learn the proper techniques for transferring calls and placing individuals on hold. 40 Total Points
  • Lesson 7 Video
  • Review Article: Hold Please
  • Review Article: How to Transfer a Phone Call
  • Complete: Lesson 7 Assignment
  • Complete: Quiz for Lesson 7 : Call Transfers and Holds

Lesson 8: Using Voice Mail and Taking Messages

Taking messages involves more than merely getting a name and number. This lesson explains the basics in detail. 39 Total Points
  • Lesson 8 Video
  • Review Article: What the Number of Rings Says about Your Business
  • Review Article: The Business Etiquette of Voicemail Greetings
  • Take Poll: Voicemail Pandemonium
  • Complete: Lesson 8 Assignment
  • Complete: Quiz for Lesson 8 : Using Voicemail and Taking Messages

Lesson 9: Screening Calls

Sometimes it may be necessary to screen calls for your boss or supervisor. This lesson will explain things you will need to remember. 32 Total Points
  • Lesson 9 Video
  • Review Article: Screening Calls
  • Review Article: Screening Tips
  • Review Article: Professional Telephone Skills
  • Complete: Lesson 9 Assignment
  • Complete: Quiz for Lesson 9 : Screening Calls

Lesson 10: Selling on the Telephone

This lesson explores the reason why what you say is more important than the product or service when selling on the telephone. 30 Total Points
  • Lesson 10 Video
  • Review Article: Phone Selling Simplified
  • Review Article: How to Make a Good Sales Pitch
  • Review Article: Selling Over the Phone
  • Complete: Lesson 10 Assignment
  • Complete: Quiz for Lesson 10 : Selling on the Telephone

Lesson 11: Soothing Irate Customers

Every once in a while, you may need to deal with an angry or irate customer. Lesson 11 explains the Service Recovery Model to soothe ruffled feathers. 30 Total Points
  • Lesson 11 Video
  • Review Article: Anger Management
  • Review Article: How to Handle an Irate Customer on the Phone
  • Complete: Lesson 11 Assignment
  • Complete: Quiz for Lesson 11 : Soothing Irate Customers

Lesson 12: When You Have to Say, "No"

Saying no is not always easy, but you can be assertive and polite at the same time. This lesson shows you how. 27 Total Points
  • Lesson 12 Video
  • Review Article: Rude Clients on the Phone
  • Take Poll: Telemarketer Feeding Frenzy
  • Complete: Lesson 12 Assignment
  • Complete: Quiz for Lesson 12 : When You Have to Say “No”

Lesson 13: Some Final Thoughts on Telephone Etiquette for Quality Customer Service

Lesson 13 wraps up the course on telephone skills and customer service that will enhance your business needs. 98 Total Points
  • Lesson 13 Video
  • Review Article: Dealing with Customers
  • Review Article: Excellent Customer Service
  • Take Poll: What is your opinion of this course?
  • Take Survey: Program Evaluation Follow-up Survey (End of Course)
  • Complete: Lesson 13 Assignment
  • Complete: Quiz for Lesson 13 : Some Final Thoughts on Telephone Etiquette for Quality Customer Service
  • Complete: The Final Exam
502
Total Course Points

Additional Course Information

Online CEU Certificate
  • Document Your Lifelong Learning Achievements
  • Earn an Official Certificate Documenting Course Hours and CEUs
  • Verify Your Certificate with a Unique Serial Number Online
  • View and Share Your Certificate Online or Download/Print as PDF
  • Display Your Certificate on Your Resume and Promote Your Achievements Using Social Media
Document Your CEUs on Your Resume
 
Course Title: Telephone Skills and Quality Customer Service
Course Number: 8900065
Languages: English - United States, Canada and other English speaking countries
Category:
Course Type: Support/Advice
CEU Value: 1.2 IACET CEUs (Continuing Education Units)
CE Accreditation: Universal Class, Inc. has been accredited as an Authorized Provider by the International Association for Continuing Education and Training (IACET).
Grading Policy: Earn a final grade of 70% or higher to receive an online/downloadable CEU Certification documenting CEUs earned.
Assessment Method: Lesson assignments and review exams
Instructor: John Chouinard
Syllabus: View Syllabus
Duration: Continuous: Enroll anytime!
Requirements: View Technical Requirements
Course Fee: $50.00 (no CEU Certification) || with CEU Certification: $75.00

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Student Testimonials

  • "I really like this instructor. For never having met him I still feel comfortable that he knows his field and the course objectives." -- Timothy O.
  • "Very Good. All of it was in common sense language. It was easy to understand. It got to the point. No nonsense. The instructor was very good. I would certainly take other classes instructed by him. Thank you very much!" -- Deb S.
  • "Great class. I learned a lot. I got tips to help my Customer Service team." -- John S.
  • "Both, this course and the instructor are great! I learned a lot while taking this course. I will recommend this course to other people!! I found the videos most helpful." -- Oscar T.
  • "They course put together well. Detailed, Challenging." -- Roberta W.
  • "All parts were valuable." -- Vivian M.
  • "The examples and explanations were very clear." -- Billie P.
  • View More Testimonials...

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