Customer Service: Basic Telephone Skills
2019-09-26 18:00 - 21:00 UTC | NIACC Pappajohn Center PC 117
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
