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Phone-Based Customer Service

Listen over the phone

From the course: Phone-Based Customer Service

  • Course details

    Customer service expert Jeff Toister helps customer service specialists develop the specific skills needed to help customers over the phone. Learn how to break the ice and develop rapport with the people you serve, even when you're pressed for time. Tune out distractions and develop listening skills that are critically important to phone service. Last, learn how to express empathy, de-escalate angry callers, and stay focused throughout the day.


    • Click here to view Jeff Toister’s instructor page

      Jeff Toister

      Customer Service --> Writer | Consultant | Trainer

      Jeff Toister is an author, consultant, and trainer who helps customer service teams unlock hidden potential.

      He is president of Toister Performance Solutions, Inc., a consulting firm that helps companies improve customer service. Jeff has appeared on numerous lists of top customer service experts including Global Gurus' World's Top 30 Customer Service Professionals, ICMI's Top 50 Thought Leaders to Follow on Twitter, and HDI's Top 25 Thought Leaders in Technical Support and Service Management.

      Jeff is the author of The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service, a practical guide that helps leaders develop customer-focused cultures in their organizations. The book draws upon profiles of successful companies, shares cutting-edge research, and provides practical tools.

      He is also a nationally recognized employee training expert, and was one of the first people to receive the Certified Professional in Learning and Performance certification from the Association for Talent Development. In 2015, Jeff was awarded the CPLP Contributor Award by ATD for his numerous contributions to the program. He is a past president of ATD's San Diego chapter, where he was a recipient of the WillaMae M. Heitman Award for distinguished service.

      Jeff lives in California and serves clients throughout the United States.

    Skills covered in this course

  • Welcome

    - Now we're gonna talk about some listening techniques that are specific to phone-based customer service. But first, let's take a moment to identify some of the unique challenges of listening to customers on the phone. Take a moment to think about some of the challenges you may have experienced. A few examples are distractions, pressure to get through the call quickly, the customers' rambling stories, thick accents that make the customer difficult to understand and bad phone connections. These challenges are hard enough when we're face to face with a customer, but they make listening even more difficult when we can't see the other person. Let's listen to an example. Imagine you are working in customer service for a clothing company that serves customers who order online. Listen to the customer and try to determine what he needs. - [Voiceover] No, you're not listening! I finally got my order, but it's the wrong color. This is not the color I ordered and I was supposed to give it as a…

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