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!

  • 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:
  • 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.
 
 

Assessment Guide

Assessment Points
Introduce Yourself 2 points
Lesson 1 Review Exam 6 points
Lesson 2 Review Exam 10 points
Lesson 3 Activity 1 points
Lesson 3 Review Exam 19 points
Lesson 4 Activity 1 points
Lesson 4 Review Exam 15 points
Lesson 5 Review Exam 14 points
Lesson 6 Review Exam 19 points
Lesson 7 Activity 1 points
Lesson 7 Review Exam 20 points
Lesson 8 Review Exam 8 points
Lesson 9 Activity 1 points
Quiz for Lesson 9 : Screening Calls 7 points
Lesson 10 Activity 1 points
Quiz for Lesson 10 : Selling on the Telephone 10 points
Lesson 10 Review Exam 4 points
Lesson 11 Activity 1 points
Quiz for Lesson 11 : Soothing Irate Customers 10 points
Lesson 11 Review Exam 20 points
Quiz for Lesson 12 : When You Have to Say “No” 7 points
Lesson 12 Review Exam 18 points
Quiz for Lesson 13 : Some Final Thoughts on Telephone Etiquette for Quality Customer Service 9 points
The Final Exam 64 points
Lesson 13 Review Exam 20 points
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