- Developing the perfect phone greeting
- Filling dead air
- Managing holds and transfers
- Expressing empathy
- De-escalating angry callers
Skill Level Intermediate
- Hi, my name is Jeff Toister, welcome to Customer Service Over the Phone. This course is designed to help you build skills that are specific to servicing customers via the telephone. These are techniques I've learned throughout my career working in contact centers as a manager, trainer, and even as a front line agent. Today I train phone service teams to use the same skills I'm about to share with you. We'll cover three main topics in this course. First we'll focus on building rapport with customers over the phone.
We want customers to like us, so they'll feel better about our service. Next I'll introduce proven ways to exceed customer expectations. This can be tricky, because the phone provides a lot of unique obstacles when it comes to going above and beyond. Finally I'll show you how to solve problems, so angry customers end up feeling much better by the end of the call than they did at the start of the call. Before we get started I wanna share one observation. Many people have predicted that serving customers over the phone will soon be a thing of the past, after all there are so many other ways customers can connect with us, such as email, chat, and social media.
The reality's a little bit different. Customers still use the phone more than any other customer service channel. What's changed is that customer interactions over the phone are getting more complicated. More and more people are calling because they couldn't resolve their problem somewhere else. That's great news for you, because that means the skills you are about to learn are more valuable than ever. So let's get started.