- Duration: 52m 10s
- Skill Level: Intermediate
- Released: May 23, 2016
- Viewers: 73,611
Learn the most in-demand business, tech and creative skills from industry experts.
Course detailsCustomer 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.
- 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 have…
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