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Course Syllabus: 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.

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 by mastering all learning outcomes with 70% or higher overall grade.

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.
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Assessment Guide

An Introduction1
Lesson 1 Assignment20
Quiz for Lesson 1 : The Challenge of Telephone Customer Service in Today’s World12
Lesson 2 Assignment20
Quiz for Lesson 2 : Cultivating an Excellent Phone Voice10
Lesson 3 Assignment30
Quiz for Lesson 3 : First Impressions Count10
Lesson 4 Assignment25
Quiz for Lesson 4 : Learning How to Listen10
Lesson 5 Assignment20
Quiz for Lesson 5 : Keeping the Conversation Going12
Lesson 6 Assignment25
Quiz for Lesson 6 : Conference Calls and International Calling Etiquette10
Lesson 7 Assignment30
Quiz for Lesson 7 : Call Transfers and Holds10
Lesson 8 Assignment30
Quiz for Lesson 8 : Using Voicemail and Taking Messages9
Quiz for Lesson 9 : Screening Calls7
Lesson 10 Assignment20
Quiz for Lesson 10 : Selling on the Telephone10
Quiz for Lesson 11 : Soothing Irate Customers10
Lesson 12 Assignment20
Quiz for Lesson 12 : When You Have to Say “No”7
Lesson 13 Assignment25
Quiz for Lesson 13 : Some Final Thoughts on Telephone Etiquette for Quality Customer Service9
The Final Exam64
Total Points:456
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