Join Jeff Toister for an in-depth discussion in this video Next steps, part of Phone-Based Customer Service.
- This course was designed to give you skills that are specific to serving customers over the phone. Now it's your opportunity to put those skills into action. I'd like to share a few things that can help you continue to develop your abilities. The first is the Learning Plan Worksheet. If you completed this worksheet at the start of this course, now is a great time to go back and create an action plan to implement what you've learned. If you haven't already completed this worksheet, I recommend that you use it to record the most valuable lessons you learn from watching this course, and then make a plan for turning those lessons into action.
I've also created a list of additional resources that you can download. They're all designed to help you continue your learning. For example, it lists several more customer service courses I've created, such as Customer Service Fundamentals, Working with Upset Customers, and Innovative Customer Service Techniques. You might also want to sign up for my customer service tip of the week email. You'll receive one email with one customer service tip once per week. You could sign up for free on my website, Toistersolutions.com/ideas.
I've spent many years serving customers over the phone, so I know it's not always easy. But it can also be a lot of fun knowing you've made a difference. My hope is that you can use what you've learned in this course to make a difference in the lives of the customers that you serve.
- Developing the perfect phone greeting
- Filling dead air
- Managing holds and transfers
- Expressing empathy
- De-escalating angry callers