Customer Service: Basic Telephone Skills

Course #4961  |  Instructor: Carman

*Individuals who register for all Customer Service Series courses will receive a reduced tuition of $499 for all six classes. Additionally, those who attend all six courses will receive a Customer Service Certificate, issued by North Iowa Area Community College's Continuing Education Department.
 

Additional Series Courses Include:

*Customer Service Foundations (9/12/19, Course #4958)

*Basic Written Skills (9/25/19, Course #4959)

*Face-to-Face Skills (9/26/19, Course #4960)

*Internal Customer Service (10/10/19, Course #4962)

*Handling Upset Customers (10/10/19, Course #4963)

This course provides guidelines and best practices enabling participants to work over the phone with customers, and present an image that reflects confidence, credibility, and capability.

Course Goals
Describe how communicating over the phone is different than face to face
Greet, transfer and place a caller on hold properly
Answer questions professionally and thoroughly
Handle upset customers

Learning Outcomes
Define effective communication
Explain how communication is different over the telephone
Explain effective listening
Demonstrate how words and tone of voice impact customer service over the telephone
Answer questions professionally and thoroughly
Demonstrate how to respond to tough customer questions when providing customer support
Demonstrate the proper way to transfer a caller
Demonstrate how to take a proper message
Explain when it is appropriate and how to put a call on hold
Describe the benefits of an upset customer
Explain the 5 Step Service Recovery Strategy
Explain things you should and shouldn’t do with an upset customer