Online Class: Telephone Skills and Quality Customer Service

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

Amidst an array of modern communication channels, this course highlights the timeless importance of telephonic interactions and teaches participants how to deliver exceptional service. By mastering both fundamental and advanced telephone skills, enrollees learn to resolve customer issues effectively and foster brand loyalty.

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13

Lessons
25

Exams &
Assignments
2,959

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"

(2,461 votes)

Lesson 1. Efficient Phone Service Essentials

With technology advancing, the culture of instant gratification elevates customer expectations for fast, courteous telephone service. Essential elements include showing respect, maintaining professionalism, and operating efficiently, which can transform a potentially negative call into a trust-building interaction. 8 Total Points

Lesson 1 Video
Review Practice Worksheet: Lesson-1-Downloadable-12084.pdf
Lesson discussions: Reasons for Taking this Course
Complete Assignment: Introduce Yourself
Assessment: Lesson 1 Review Exam

Lesson 2. Sound Advice: Elevating Customer Experience Through Voice Excellence

A smile can be 'heard' over the phone, infusing warmth and approachability into your voice, and transforming potentially negative interactions into positive experiences. Maintaining your vocal energy throughout the day ensures a consistent display of attentiveness. 10 Total Points

Lesson 2 Video
Review Practice Worksheet: Lesson-2-WorkSheet-12085.pdf
Assessment: Lesson 2 Review Exam

Lesson 3. Greet, Listen, Resolve: Keys to a Successful Customer Call

Answering the phone introduces a pivotal moment where the atmosphere of trust is fostered, impacting the entire customer relationship. The impression crafted within the first few seconds is challenging to alter, emphasizing the importance of tone, speech clarity, and professionalism from the outset. 20 Total Points

Lesson 3 Video
Review Practice Worksheet: Lesson-3-HomeWork-12086.pdf
Complete: Lesson 3 Activity
Assessment: Lesson 3 Review Exam

Lesson 4. Mastering the Art of Active Listening in Customer Service

Active listening in customer service requires focused attention and empathy to grasp the complete context of a customer's concern beyond just words. This lesson guides you on moving from passive hearing to engaging listening, crucial for building trust and lasting customer relationships. 16 Total Points

Lesson 4 Video
Review Practice Worksheet: Lesson-4-WordSearch-12087.pdf
Complete: Lesson 4 Activity
Assessment: Lesson 4 Review Exam

Lesson 5. Beyond the Policy: Navigating Customer Requests Gracefully

The art of conversation in customer service involves knowing how to ask the right questions and approach interactions proactively to foster understanding and satisfaction. By being flexible and offering thoughtful compromises, representatives can guide even the toughest scenarios to positive resolutions. 14 Total Points

Lesson 5 Video
Review Practice Worksheet: Lesson-5-Downloadable-12088.pdf
Assessment: Lesson 5 Review Exam

Lesson 6. Dos and Don'ts of Conference Calls

Virtual meetings, while efficient, bring unique hurdles due to technology and cultural differences, necessitating adept handling for impactful communication. Ensuring everyone feels included and recognizing cultural norms are key components of successful international conference calls. 19 Total Points

Lesson 6 Video
Review Practice Worksheet: Lesson-6-Downloadable-12089.pdf
Assessment: Lesson 6 Review Exam

Lesson 7. Call Handling Techniques That Boost Customer Satisfaction

Smooth call transfers and respectful holds are crucial for customer satisfaction, demanding empathy and clear communication to tackle common frustrations. By empowering customers and setting expectations, businesses can reinforce trust and loyalty during service interactions. 21 Total Points

Lesson 7 Video
Review Practice Worksheet: Lesson-7-Activity-12090.pdf
Complete: Lesson 7 Activity
Assessment: Lesson 7 Review Exam

Lesson 8. Personalized Greetings: Elevating Your Company's Professionalism

Voice mail is an invaluable customer service tool when used correctly, offering a convenient alternative to waiting on hold. By setting expectations and updating systems, businesses can prevent common frustrations such as message cut-offs and ensure prompt follow-up. 8 Total Points

Lesson 8 Video
Review Practice Worksheet: Lesson-8-Activity-12091.pdf
Assessment: Lesson 8 Review Exam

Lesson 9. Streamlined Communication: Effective Call Screening Techniques

Effective call screening requires gathering caller information to determine urgency without making them feel dismissed. Tactful questioning, coupled with clear routing guidelines, enables efficient call management while preserving critical business relationships. 8 Total Points

Lesson 9 Video
Review Practice Worksheet: Lesson-9-Activity-12092.pdf
Complete: Lesson 9 Activity
Assessment: Quiz for Lesson 9 : Screening Calls

Lesson 10. Beyond Transactions: Building Customer Relationships Through Phone Sales

Selling on the telephone intertwines the roles of customer service and sales, providing opportunities to resolve issues, build relationships, and increase revenue with every call. By proactively addressing customer needs and suggesting appropriate products, representatives can enhance the customer experience and the company's bottom line. 15 Total Points

Lesson 10 Video
Review Practice Worksheet: Lesson-10-WordSearch-12093.pdf
Complete: Lesson 10 Activity
Assessment: Quiz for Lesson 10 : Selling on the Telephone
Assessment: Lesson 10 Review Exam

Lesson 11. Dealing with Irate Customers

Navigating phone calls with angry customers is a chance to transform dissatisfaction into lasting loyalty, recognizing their complaints as a testament to their continued interest in your company. Mastering calmness, empathy, and effective strategies can lead to not only resolving issues but offering new sales opportunities. 31 Total Points

Lesson 11 Video
Review Practice Worksheet: Lesson-11-Activity-12094.pdf
Complete: Lesson 11 Activity
Assessment: Quiz for Lesson 11 : Soothing Irate Customers
Assessment: Lesson 11 Review Exam

Lesson 12. Preserving Customer Relationships: The Skillful Denial

Mastering the delicate art of saying 'no' in customer service is essential for maintaining relationships while managing unfeasible requests. By framing refusals empathetically and exploring alternative solutions, agents can transform denials into opportunities for trust and loyalty. 25 Total Points

Lesson 12 Video
Review Practice Worksheet: Lesson-12-WorkSheet-12095.pdf
Assessment: Quiz for Lesson 12 : When You Have to Say “No”
Assessment: Lesson 12 Review Exam

Lesson 13. Telephone Etiquette Essentials

By remaining accessible post-call and gathering feedback, customer service representatives build a bridge of reliability and foster a feeling of individual care. This not only enhances their service perspective but also enriches customer satisfaction and future interactions. 93 Total Points

Lesson 13 Video
Review Practice Worksheet: Lesson-13-Downloadable-12096.pdf
Lesson discussions: End of Course Poll; Course Comments
Assessment: Quiz for Lesson 13 : Some Final Thoughts on Telephone Etiquette for Quality Customer Service
Assessment: The Final Exam
Assessment: Lesson 13 Review Exam

288

Total Course Points

Learning Outcomes

By successfully completing this course, students will be able to:

Demonstrate ways to optimize phone conversations for maximum value and customer satisfaction through clear and concise communication.
Describe how respect, professionalism, and efficiency contribute to the quality of telephone customer service interactions.
Demonstrate emotional intelligence by adjusting tone to match the caller's emotional state, enhancing rapport and customer satisfaction.
Define proper breathing techniques to enhance vocal quality and clarity during phone interactions.
Demonstrate active listening by summarizing customer concerns to ensure clarity, engagement, and effective communication during service calls.
Recognize the emotional tone and intent within the first seven seconds of a telephone interaction to foster trust and care in customer service.
Demonstrate active listening skills by interpreting the emotional undertones in a customer's tone and responding effectively to enhance customer satisfaction.
Identify verbal cues that demonstrate attentive listening in customer service interactions, such as paraphrasing or acknowledging the customer's concerns.
Demonstrate the ability to use strategic questioning to effectively gather and clarify information from customers to resolve their issues.
Explain the importance of maintaining empathy and approachability in customer service interactions to build trust and foster customer loyalty.
Demonstrate effective preparation and execution of conference calls by utilizing proper technology handling and engaging all participants.
Identify and apply cultural sensitivity techniques during international conference calls to enhance communication and build trust among global participants.
Identify and apply techniques to inform customers and obtain their consent before transferring calls, demonstrating an understanding of customer psychology and courtesy.
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: 4.47 / 5 Stars (2,461 votes)

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

Availability: You can take this course online in every U.S. state including California, Texas, Florida, New York, Pennsylvania, Illinois, Ohio, and Georgia. International availability includes English-speaking countries like Canada, Australia, the UK, and South Africa.

Last Updated: March 2024

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.

Course Type: Self-Paced, Online Classes

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.