Phone-Based Customer Service
48mIntermediate2020-06-23
Authors
Jeff Toister
Author, Consultant, Trainer
Course details
Customer service expert Jeff Toister helps customer service specialists develop the specific skills needed to help customers over the phone. Learn how to break the ice and develop rapport with the people you serve, even when you're pressed for time. Tune out distractions and develop listening skills that are critically important to phone service. Last, learn how to express empathy, de-escalate angry callers, and stay focused throughout the day.
Learning objectives
Developing the perfect phone greeting
Filling dead air
Managing holds and transfers
Listening
Expressing empathy
De-escalating angry callers
Learning objectives
Developing the perfect phone greeting
Filling dead air
Managing holds and transfers
Listening
Expressing empathy
De-escalating angry callers
Skills covered
Customer Service SkillsCustomer ServiceDeep Dive (X:Y)
Concepts
0. Introduction
- 01 - Phone service still matters
- 02 - Understand the phone's unique challenges
1. Build Rapport over the Phone
- 03 - Develop the perfect phone greeting
- 04 - Create personal connections
- 05 - How to fill dead air
- 06 - Manage holds and transfers
- 07 - Control the call with friendliness
2. Exceed Expectations over the Phone
- 08 - Tune out distractions
- 09 - Listen over the phone
- 10 - Use advanced communication techniques
- 11 - Deliver moments of wow
3. Solve Problems over the Phone
- 12 - How to express empathy
- 13 - De-escalate angry calls
- 14 - Friendly follow-up
- 15 - Stay focused while you work
Conclusion
- 16 - Create your action plan