Online Class: Telephone Skills and Quality Customer Service

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

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.

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$120.00
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$120.00 (with CEU Certificate)

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13

Lessons
26

Exams &
Assignments
2,907

Students
have taken this course
12

Hours
average time
1.2

CEUs

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.

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!

Courses Frequently Bought Together:

Customer Service 101

How to Deal with Difficult Personalities

Managing Workplace Teams

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

Course Lessons

Average Lesson Rating:

"Extraordinarily Helpful"

(2,385 votes)

Lesson 1: The Challenge of Telephone Customer Service in Today's World

33 Points

In today's world, telephone customer service remains an essential touchpoint for many businesses despite the growing reliance on digital solutions. With advancements in technology, people expect efficiency and quick resolutions, making the stakes for businesses higher than ever.

Lesson 1 Video
Lesson discussions: Bad Habits; Reasons for Taking this Course
Complete Assignment: An Introduction
Complete: Lesson 1 Assignment
Assessment: Quiz for Lesson 1 : The Challenge of Telephone Customer Service in Today’s World

Lesson 2: Cultivating an Excellent Phone Voice

30 Points

Learn how to speak clearly, effectively and positively to customers. Additional lesson topics: How to Develop Good Telephone Skillsl

Lesson 2 Video
Complete: Lesson 2 Assignment
Assessment: Quiz for Lesson 2 : Cultivating an Excellent Phone Voice

Lesson 3: First Impressions Count

40 Points

The moment you answer a telephone call, you open the door to an experience that can shape the entire relationship between the customer and your company. This isn't merely about handling issues or resolving inquiries—it's about creating an atmosphere of trust and care from the very first word. Additional lesson topics: Customer First Impressions

Lesson 3 Video
Complete: Lesson 3 Assignment
Assessment: Quiz for Lesson 3 : First Impressions Count

Lesson 4: Learning How to Listen

35 Points

When someone reaches out to customer service, their primary need is to feel heard and understood. Whether they are placing an order, seeking help with a problem, or lodging a complaint, the person on the other end of the line expects attentive and empathetic listening. Yet, true listening—active, engaged, and intentional listening—is a skill that many customer service representatives may overlook. Additional lesson topics: Listening Skills Improving Listening Skills on the Phone

Lesson 4 Video
Complete: Lesson 4 Assignment
Assessment: Quiz for Lesson 4 : Learning How to Listen

Lesson 5: Keeping the Conversation Going

32 Points

Asking questions of customers over the phone is designed to determine specific information. Learn how with this lesson. Additional lesson topics: Keeping Customers

Lesson 5 Video
Complete: Lesson 5 Assignment
Assessment: Quiz for Lesson 5 : Keeping the Conversation Going

Lesson 6: Conference Calls and International Calling Etiquette

35 Points

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. Additional lesson topics: Phone Etiquette Rules

Lesson 6 Video
Complete: Lesson 6 Assignment
Assessment: Quiz for Lesson 6 : Conference Calls and International Calling Etiquette

Lesson 7: Call Transfers and Holds

40 Points

The often-dreaded experience of hearing “hold, please” or being transferred during a phone call can be a major source of frustration for customers. In a world where customer service is often the primary touchpoint for a company, these moments—when a call is put on hold or transferred—carry more weight than we may realize. Additional lesson topics: How to Transfer a Phone Call; Transferring call the right way

Lesson 7 Video
Complete: Lesson 7 Assignment
Assessment: Quiz for Lesson 7 : Call Transfers and Holds

Lesson 8: Using Voice Mail and Taking Messages

39 Points

In today's fast-paced business environment, effective use of voice mail and taking messages properly can greatly impact the customer experience. Customers often reach out when they cannot speak to the appropriate person immediately, and how these situations are handled sets the tone for their overall perception of the company. Additional lesson topics: The Business Etiquette of Voicemail Greetings

Lesson 8 Video
Lesson discussions: Voicemail Pandemonium
Complete: Lesson 8 Assignment
Assessment: Quiz for Lesson 8 : Using Voicemail and Taking Messages

Lesson 9: Screening Calls

7 Points

Sometimes it may be necessary to screen calls for your boss or supervisor. This lesson will explain things you will need to remember.

Lesson 9 Video
Assessment: Quiz for Lesson 9 : Screening Calls

Lesson 10: Selling on the Telephone

30 Points

Selling on the telephone is both an art and a science, one that often goes unrecognized for its importance in fostering both customer satisfaction and business success. It may seem counterintuitive at first for a customer service representative to view themselves as a salesperson, but in reality, the two roles are deeply interconnected. Additional lesson topics: Selling Over the Phone

Lesson 10 Video
Complete: Lesson 10 Assignment
Assessment: Quiz for Lesson 10 : Selling on the Telephone

Lesson 11: Handling Irate Customers

10 Points

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. Additional lesson topics: How to Handle an Irate Customer on the Phone

Lesson 11 Video
Assessment: Quiz for Lesson 11 : Soothing Irate Customers

Lesson 12: When You Have to Say, "No"

27 Points

Saying "no" to a customer is one of the most difficult aspects of customer service, but it's also one of the most important skills to master. No one enjoys hearing "no," especially when they are hoping for a solution to their problem or a request they've made. However, there will inevitably be times when a customer request is not feasible. Additional lesson topics: Rude Clients on the Phone

Lesson 12 Video
Lesson discussions: Telemarketer Feeding Frenzy
Complete: Lesson 12 Assignment
Assessment: Quiz for Lesson 12 : When You Have to Say “No”

Lesson 13: Some Final Thoughts on Telephone Etiquette for Quality Customer Service

98 Points

Telephone etiquette is a cornerstone of delivering exceptional customer service. While the basics of communication on the phone might seem straightforward—being polite, listening attentively, and providing solutions—the reality is far more nuanced. What separates good customer service from extraordinary customer service is the ability to consistently elevate each interaction, leaving customers not just satisfied but delighted.

Lesson 13 Video
Lesson discussions: What is your opinion of this course?; Program Evaluation Follow-up Survey (End of Course); Course Comments
Complete: Lesson 13 Assignment
Assessment: Quiz for Lesson 13 : Some Final Thoughts on Telephone Etiquette for Quality Customer Service
Assessment: 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.
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.

Additional Course Information

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

Course Title: Telephone Skills and Quality Customer Service

Course Number: 8900065

Lessons Rating: 4.48 / 5 Stars (2,385 votes)

Languages: English - United States, Canada and other English speaking countries

Availability: This course is available online in all U.S. states, including California, Texas, Florida, New York, Pennsylvania, Illinois, Ohio, and Georgia. It’s also offered in English-speaking countries, including the UK, Canada, Australia, and New Zealand.

Last Updated: March 2024

Course Type: 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

Course Fee: $120.00 U.S. dollars

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Student Testimonials

"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.
"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.
"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.
"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.
"This class was very informative for handling calls professionally and giving correct responses. This course really show you how to communicate effectively as well as efficiently." -- Lani R.
"Hello, I want to thank you for taking the time and efforts in grading my assignments. You have been a great instructor. I have been doing customer service for a while. I have learned a lot in taking this course." -- Renee B.
"The instructor was very prompt in delivering the results and provided corrections to questions that were not correct." -- Patricia L.
"Thank you for all the information that has been provided. I plan on using everything I learned!" -- Trish P.
"This is my first time doing classes on line, and the Instructor was the best." -- Dorothy S.
"It was a helpful course." -- Leah L.