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
 

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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