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Phone-Based Customer Service

Stay focused during the day

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

    - Let's face it, serving customers over the phone all day long can be exhausting. This video will give you some techniques that can help you stay fresh and focused. Let's start by taking a look at why serving customers over the phone can be so tiring. One challenge is called emotional contagion. Other people's emotions can be contagious. We really can catch a bad mood from someone else. This can wear us down if we talk to angry customer after angry customer all day. This makes it important to do a mini reset after a really difficult call. Take a deep breath. Get up and stretch or go get a cup of coffee, tea or water. Another challenge is emotional labor. This is the effort you put into putting on a display of a certain emotion. In customer service we're expected to be warm and friendly with our customers. It's easy to do if you're in a good mood, but it's much harder if you don't actually feel warm and friendly. Just like physical effort, emotional labor becomes increasingly difficult…

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