Customer Service over the Telephone

  4.7 out of 5 - Read Testimonials

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.

Goals
  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.
Outline
  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.

Training for your Team

Length: 1 Day
  • Private Class for your Team
  • Online or On-location
  • Customizable
  • Expert Instructors

Training for Yourself

$325.00 or 1 vouchers

Upcoming Classes

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  • Live Online Training
  • For Individuals
  • Expert Instructors
  • Guaranteed to Run
  • 100% Free Re-take Option
  • 1-minute Video

What people say about our training

I was very pleased with the class. I would highly recommend this to anyone looking for training.
Debra Rogers
Essco Calibration
The course is very good and should be taken by any customer service rep.
Jon Rousseau
Essco Calibration
I thought the class was very informative and I learned a lot of great tips!
Samantha Becker
WALKOWIAK ELECTRIC INC
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

No cancelation for low enrollment

Certified Microsoft Partner

Registered Education Provider (R.E.P.)

GSA schedule pricing

60,501

Students who have taken Instructor-led Training

11,680

Organizations who trust Webucator for their Instructor-led training needs

100%

Satisfaction guarantee and retake option

9.40

Students rated our Customer Service over the Telephone trainers 9.40 out of 10 based on 46 reviews

Contact Us or call 1-877-932-8228