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Telephone Skills and Quality Customer Service


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  • 13
    Lessons
  • 26
    Exams &
    Assignments
  • 12
    Hours
    average time
  • 1.2
    CEUs
  • 1,125
    Students
    have taken this course
 
 
 
 
 

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
  • Printable Lessons
  • Full HD Video
  • 6 Months to Complete
  • 24/7 Availability
  • Start Anytime
  • PC & Mac Compatible
  • Android & iOS Friendly
  • Accredited CEUs
Universal Class is an IACET Accredited Provider
 

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Course Lessons

Average Lesson Rating:
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"Extraordinarily Helpful"
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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 2 Articles: Speaking Well; 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. 40 Total Points
  • Lesson 3 Video
  • Review 2 Articles: Impressions Matter; 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 3 Articles: Can You Hear Me Now?; Listening and Hearing: Not the Same Thing; 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 2 Articles: Step-by-Step Phone Skills; 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 3 Articles: Dealing with Troubles; Group Efforts; 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 2 Articles: Hold Please; 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 2 Articles: What the Number of Rings Says about Your Business; 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. 7 Total Points
  • Lesson 9 Video
  • Review 3 Articles: Screening Calls; Screening Tips; Professional Telephone Skills
  • 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 3 Articles: Phone Selling Simplified; How to Make a Good Sales Pitch; 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. 10 Total Points
  • Lesson 11 Video
  • Review 2 Articles: Anger Management; How to Handle an Irate Customer on the Phone
  • 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 2 Articles: Dealing with Customers; 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
456
Total Course Points
 

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.
 

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 (Self-Paced, Online Class)
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!
Course Fee: $50.00 (no CEU Certification) || with Online CEU Certification: $75.00

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Student Testimonials

  • "The examples and explanations were very clear." -- Billie P.
  • "I was surprised how helpful this course was. I learned some very good tips." -- Marilyn S.
  • "What was most helpful was the lesson on screening calls because I learned some new ways to handle them." -- Amy S.
  • "The instructor was very pleasant and kept up with my pace for returning assignments and quiz results very well." -- Lauren B.
  • "Very good organized class." -- GAKUNGA G.
  • "The way the video was almost the same as the written so it was easy to fallow along. I learn better that way." -- Candis A.
  • "Fabulous crash course on how to interact with customers better." -- Naomi B.
  • View More Testimonials...
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