Join Jeff Toister for an in-depth discussion in this video How to get the most out of this course, part of Phone-Based Customer Service.
- Before we dive into this course, I want to share a few things that will help you get the most out of it. The course is primarily intended for professionals who serve customers over the phone. This could be in a contact center, an office, or any place where phone service is a big part of your job. You might also benefit from this course, if you either support or manage phone based customer service teams. I've designed the course to appeal to a broad range of skill levels. If you're a beginner, you'll learn the basic skills you need to help you get started.
If you already have a lot of phone skills, you'll still find some great reminders, plus a few cutting edge techniques that might be new to you. Customer service over the phone is modeled after another one of my courses called Customer Service Fundamentals. That course focuses on a broad array of fundamental customer service skills, while this one dives into phone specific techniques. There's a good chance you'll benefit from watching both courses. Finally, I've created a set of exercise files to help you practice and apply the skills we cover in this course.
One of those files is a learning plan worksheet. I recommend downloading that one now and completing it before moving onto the next video, it will help you identify your personal goals for the course. You can also use it to track your progress as you implement new concepts.
- Developing the perfect phone greeting
- Filling dead air
- Managing holds and transfers
- Expressing empathy
- De-escalating angry callers