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Phone-Based Customer Service

Course by: Jeff Toister
Phone-Based Customer Service Watch preview
  • 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.


    • Jeff Toister

      Jeff Toister

      Customer Service --> Writer | Consultant | Trainer
      View on LinkedIn

      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.

      View all courses by Jeff Toister
  • Welcome

    - Hi, my name is Jeff Toister, welcome to Customer Service Over the Phone. This course is designed to help you build skills that are specific to servicing customers via the telephone. These are techniques I've learned throughout my career working in contact centers as a manager, trainer, and even as a front line agent. Today I train phone service teams to use the same skills I'm about to share with you. We'll cover three main topics in this course. First we'll focus on building rapport with customers over the phone. We want customers to like us, so they'll feel better about our service. Next I'll introduce proven ways to exceed customer expectations. This can be tricky, because the phone provides a lot of unique obstacles when it comes to going above and beyond. Finally I'll show you how to solve problems, so angry customers end up feeling much better by the end of the call than they did at the start of the call. Before we get started I wanna share one observation. Many people haveā€¦

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Course Contents