Telephone Skills and Quality Customer Service

Master the Call, Elevate the Experience

Telephone Skills and Quality Customer Service

Master the Call, Elevate the Experience

Elevate your professional communication with our Telephone Skills and Quality Customer Service course--a journey into mastering the art of impactful interaction over the phone. In an era where every call becomes a significant touchpoint between a business and its clients, your ability to convey empathy, clarity, and resolution defines company success. This transformative course goes beyond the basics, turning routine calls into opportunities for building lasting customer relationships and brand loyalty. With personalized guidance and deeply engaging content, you'll emerge not only as a capable communicator but as a beacon of exceptional service in your field. Step into a world where every connection counts--enroll now and transform your voice into your most powerful tool!

Self Paced • Online Class • Accredited CEUs

$120

4.5 ★ ★ ★ ★ ★

"Extraordinarily Helpful"

2,969 Students have taken this course

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OVERVIEW

CURRICULUM

Telephone Skills and Quality Customer Service

Name: Telephone Skills and Quality Customer Service
Price: 95.00 USD

CRN: 8900065

Lesson 1. Efficient Phone Service Essentials

With technology advancing, the culture of instant gratification elevates customer expectations for fast, courteous telephone service. Essential elements include showing respect, maintaining professionalism, and operating efficiently, which can transform a potentially negative call into a trust-building interaction.

Lesson 2. Sound Advice: Elevating Customer Experience Through Voice Excellence

A smile can be 'heard' over the phone, infusing warmth and approachability into your voice, and transforming potentially negative interactions into positive experiences. Maintaining your vocal energy throughout the day ensures a consistent display of attentiveness.

Lesson 3. Greet, Listen, Resolve: Keys to a Successful Customer Call

Answering the phone introduces a pivotal moment where the atmosphere of trust is fostered, impacting the entire customer relationship. The impression crafted within the first few seconds is challenging to alter, emphasizing the importance of tone, speech clarity, and professionalism from the outset.

Lesson 4. Mastering the Art of Active Listening in Customer Service

Active listening in customer service requires focused attention and empathy to grasp the complete context of a customer's concern beyond just words. This lesson guides you on moving from passive hearing to engaging listening, crucial for building trust and lasting customer relationships.

Lesson 5. Beyond the Policy: Navigating Customer Requests Gracefully

The art of conversation in customer service involves knowing how to ask the right questions and approach interactions proactively to foster understanding and satisfaction. By being flexible and offering thoughtful compromises, representatives can guide even the toughest scenarios to positive resolutions.

Lesson 6. Dos and Don'ts of Conference Calls

Virtual meetings, while efficient, bring unique hurdles due to technology and cultural differences, necessitating adept handling for impactful communication. Ensuring everyone feels included and recognizing cultural norms are key components of successful international conference calls.

Lesson 7. Call Handling Techniques That Boost Customer Satisfaction

Smooth call transfers and respectful holds are crucial for customer satisfaction, demanding empathy and clear communication to tackle common frustrations. By empowering customers and setting expectations, businesses can reinforce trust and loyalty during service interactions.

Lesson 8. Personalized Greetings: Elevating Your Company's Professionalism

Voice mail is an invaluable customer service tool when used correctly, offering a convenient alternative to waiting on hold. By setting expectations and updating systems, businesses can prevent common frustrations such as message cut-offs and ensure prompt follow-up.

Lesson 9. Streamlined Communication: Effective Call Screening Techniques

Effective call screening requires gathering caller information to determine urgency without making them feel dismissed. Tactful questioning, coupled with clear routing guidelines, enables efficient call management while preserving critical business relationships.

Lesson 10. Beyond Transactions: Building Customer Relationships Through Phone Sales

Selling on the telephone intertwines the roles of customer service and sales, providing opportunities to resolve issues, build relationships, and increase revenue with every call. By proactively addressing customer needs and suggesting appropriate products, representatives can enhance the customer experience and the company's bottom line.

Lesson 11. Dealing with Irate Customers

Navigating phone calls with angry customers is a chance to transform dissatisfaction into lasting loyalty, recognizing their complaints as a testament to their continued interest in your company. Mastering calmness, empathy, and effective strategies can lead to not only resolving issues but offering new sales opportunities.

Lesson 12. Preserving Customer Relationships: The Skillful Denial

Mastering the delicate art of saying 'no' in customer service is essential for maintaining relationships while managing unfeasible requests. By framing refusals empathetically and exploring alternative solutions, agents can transform denials into opportunities for trust and loyalty.

Lesson 13. Telephone Etiquette Essentials

By remaining accessible post-call and gathering feedback, customer service representatives build a bridge of reliability and foster a feeling of individual care. This not only enhances their service perspective but also enriches customer satisfaction and future interactions.

In This Course

12 Hours average completion time
1.2 CEUs
13 Lessons
25 Exams & Assignments
75 Discussions
13 Videos
14 Reference Files
Mobile Friendly
Last Updated March 2024

Description

Mastering the Art of Telephone Customer Service

In today's fast-paced digital era, customers are surrounded by a plethora of channels to reach out, shop, and seek services. From the ever-evolving world of e-commerce to traditional face-to-face interactions, the modern consumer is empowered with choices. Yet, amidst the cacophony of these multiple touchpoints, the telephone remains a timeless instrument of choice for customers seeking clarity, resolutions, or simply to voice their concerns.

Why? The human voice, its nuances, and the immediate responsiveness it offers make telephonic interactions distinct and vital. However, the stakes are higher than ever. In a world where brand loyalty hinges on customer experience, delivering unparalleled telephone service isn't just recommended, it's imperative.

This course is meticulously designed to mold you into a telephone customer service maestro. Here, you will not only learn the fundamentals of telephone communication but also master the art of creating memorable customer experiences, even when faced with challenges.

Why Opt for This Course?:

Telephone customer service goes beyond scripted dialogues. It's an orchestra of active listening, effective communication, emotional intelligence, and a genuine desire to assist. This course promises to instill in you all these skills and more. By its culmination, you will be adept at ensuring every customer hangs up with their issues resolved, questions answered, and spirits uplifted.

Who Should Enroll?:

Customer Service Professionals: Elevate your telephone service skills, standing out in your professional journey.
Sales and Marketing Personnel: Learn the finesse of selling and promoting over the phone, striking a balance between persuasion and customer comfort.
Aspiring Customer Support Agents: Lay a strong foundation, embarking on a rewarding career in customer service.
Anyone Interested in Enhancing Communication Skills: Whether you're a business owner, freelancer, or simply someone keen to improve, this course offers valuable insights.

In Conclusion:

This course challenges you to rise above the ordinary, ensuring every phone interaction is a testament to your company's commitment to excellence. Embrace the course, and empower yourself to be the reassuring voice at the other end of the line, fostering lasting customer relationships. Enroll today and redefine telephone customer service excellence!

Skills You'll Develop

Cultural sensitivity in conversations
Empathy to build customer trust
Customer relationship building
Problem-solving under pressure
Efficient call management
Voice quality to enhance interactions
Active listening for effective communication
Professionalism in handling calls
De-escalation of tense situations

More About This Course

Resolve Conflicts Gracefully: Transform challenges into satisfaction opportunities.
Develop Voice Excellence: Make every interaction warm and engaging.
Elevate Your Telephone Skills: Enhance communication and professionalism effortlessly.
Advance Sales Skills: Combine service with effective selling techniques.
Boost Customer Satisfaction: Achieve higher retention rates and loyalty.
Adapt to Virtual Meetings: Excel in remote communication environments.
Manage Difficult Calls: Convert dissatisfaction into lasting loyalty.
Professional Phone Etiquette: Impress clients with polished interactions.
Empower Your Career: Stand out as a customer service pro.
Master Active Listening: Build rapport and trust with customers.
Navigate Requests Effectively: Handle complex scenarios with ease.

What You'll Achieve

Describe how respect, professionalism, and efficiency contribute to the quality of telephone customer service interactions.
Demonstrate ways to optimize phone conversations for maximum value and customer satisfaction through clear and concise communication.
Define proper breathing techniques to enhance vocal quality and clarity during phone interactions.
Demonstrate emotional intelligence by adjusting tone to match the caller's emotional state, enhancing rapport and customer satisfaction.
Recognize the emotional tone and intent within the first seven seconds of a telephone interaction to foster trust and care in customer service.
Demonstrate active listening by summarizing customer concerns to ensure clarity, engagement, and effective communication during service calls.
Identify verbal cues that demonstrate attentive listening in customer service interactions, such as paraphrasing or acknowledging the customer's concerns.
Demonstrate active listening skills by interpreting the emotional undertones in a customer's tone and responding effectively to enhance customer satisfaction.
Demonstrate the ability to use strategic questioning to effectively gather and clarify information from customers to resolve their issues.
Explain the importance of maintaining empathy and approachability in customer service interactions to build trust and foster customer loyalty.
Demonstrate effective preparation and execution of conference calls by utilizing proper technology handling and engaging all participants.
Identify and apply cultural sensitivity techniques during international conference calls to enhance communication and build trust among global participants.
Identify and apply techniques to inform customers and obtain their consent before transferring calls, demonstrating an understanding of customer psychology and courtesy.

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What Others Are Saying

"Extraordinarily Helpful"

★★★★★

This course is very helpful to advance customer service skills. There are many techniques that you can use for some difficult situations with clients. The phone etiquette is one of my favorite. The course helps you on how to stay professional when dealing with customers.

Rubelyn L.

"Extraordinarily Helpful"

★★★★★

The course was very easy to learn. I did not have a hard time understanding the concepts and skills needed to provide quality customer service that were taught in this course. The same is to be said for the quizzes and assignments. They were helpful in order to test what was taught as I progressed through the course. Overall, I am satisfied with taking this course and would definitely recommend it.

Hina S.

"Extraordinarily Helpful"

★★★★★

I found this course very helpful. I have learned a lot and will apply it to my job and always stive to provide the best customer phone service I can provide. I would recommend this class to anyone whether they have customer phone experience or not, but I would highly recommend to anyone just starting out in the workforce. Especially if they will be dealing the majority of the time with customers over the phone.

Billy B.

"Extraordinarily Helpful"

★★★★★

This course was very informative and greatly helped more in my job than I actually realized. When transferring a customer and following the step by step guidelines really made the transaction easier. I had an irate customer and remembering my lessons I was able to help them more without my anxiety going into over drive. I definitely say 10 out of 10 reviews for this class.

Mallory E.

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