Customer Service over the Telephone

Customized Onsite Training

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  • For Groups of 5+
  • Online or On-location
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Live Online Training

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  • 100% Free Re-take Option
  • 1-minute Video

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This customer service training class teaches telephone courtesy and service. In this class, students will learn to provide high quality customer service over the telephone by improving their listening and questioning skills to clarify customer needs. Students will learn to create action plans to improve their customer service telephone skills so that they can provide excellent customer service and fulfill their customers' needs.

  1. Learn to provide excellent customer service over the telephone.
  2. Learn how to greet customers.
  3. Learn to identify and fulfill customers' needs.
  4. Learn how to master voice inflection.
  5. Learn how to listen effectively.
  6. Learn to manage objections.
  7. Learn the art of negotiating.
  8. Learn to ask questions.
  9. Learn to deliver bad news.
  10. Learn to manage customer perceptions.
  1. Quality Customer Service
    1. Show That You Care
  2. Proper Telephone Skills
    1. Skill Overview
    2. Handling the Telephone
    3. Mastering Voice Inflection
    4. Using Your Best Voice
    5. Addressing the Caller
    6. Answering the Telephone
    7. Effective Listening
    8. Managing Objections
    9. Learning the Art of Negotiating
    10. Asking Questions
    11. Making the Outbound Service Call
    12. Delivering Bad News
    13. Exercise: Managing Different Callers
    14. Exercise: Recognizing Caller Behavior
    15. Managing Telephone Messages
    16. Exercise: Customer Perceptions
    17. Managing Technology
    18. Closing the Conversation
  3. Understanding Customer Needs
    1. What Your Customer Wants
    2. Assess Your Skills and Attitudes
  4. Managing the Customer's Perception
    1. Exercise: Your Perception
    2. Exercise: The Customer's Perception
    3. Your Action Plan for Better Service
Class Materials

Each student in our Live Online and our Onsite classes receives a comprehensive set of materials, including course notes and all the class examples.

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Students rated our Customer Service over the Telephone trainers 9.70 out of 10 based on 11 reviews

I thought the class was very informative and I learned a lot of great tips!


This class helped me a lot and I will be taking more as needed. I no longer need to look elsewhere for a place to learn.

Janet Bergeron, Farsouth Investments
glen st mary FL

Webucator is great and my instructor really went beyond teaching and applied real life situations.

Alison Hanna, Insurance board
Cleveland OH

I was very pleased with the class. I would highly recommend this to anyone looking for training.

Debra Rogers, Essco Calibration
chelmsford MA

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