Course 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.

Course Highlights:

  1. Understanding Today's Landscape: Dive deep into the importance of telephone customer service in the contemporary world, amidst an array of digital communication avenues.

  2. Voice, Your Greatest Asset: Cultivate a phone voice that is pleasant, clear, and inviting, setting the tone for a positive customer interaction.

  3. First Impressions, Lasting Impact: Equip yourself with strategies to make the opening seconds of a call count, ensuring the customer feels acknowledged and valued.

... [Continuing through Lessons 4-13 with a detailed description]

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:

"Mastering the Art of Telephone Customer Service" isn't just a course; it's a transformative journey. It 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!

  • 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
 

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".
  • Demonstrate mastery of lesson content at levels of 70% or higher.
 
 

Assessment Guide

Assessment Points
An Introduction 1 points
Lesson 1 Assignment 20 points
Quiz for Lesson 1 : The Challenge of Telephone Customer Service in Today’s World 12 points
Lesson 2 Assignment 20 points
Quiz for Lesson 2 : Cultivating an Excellent Phone Voice 10 points
Lesson 3 Assignment 30 points
Quiz for Lesson 3 : First Impressions Count 10 points
Lesson 4 Assignment 25 points
Quiz for Lesson 4 : Learning How to Listen 10 points
Lesson 5 Assignment 20 points
Quiz for Lesson 5 : Keeping the Conversation Going 12 points
Lesson 6 Assignment 25 points
Quiz for Lesson 6 : Conference Calls and International Calling Etiquette 10 points
Lesson 7 Assignment 30 points
Quiz for Lesson 7 : Call Transfers and Holds 10 points
Lesson 8 Assignment 30 points
Quiz for Lesson 8 : Using Voicemail and Taking Messages 9 points
Quiz for Lesson 9 : Screening Calls 7 points
Lesson 10 Assignment 20 points
Quiz for Lesson 10 : Selling on the Telephone 10 points
Quiz for Lesson 11 : Soothing Irate Customers 10 points
Lesson 12 Assignment 20 points
Quiz for Lesson 12 : When You Have to Say “No” 7 points
Lesson 13 Assignment 25 points
Quiz for Lesson 13 : Some Final Thoughts on Telephone Etiquette for Quality Customer Service 9 points
The Final Exam 64 points
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