Phone-Based Customer Service Training

Online Training Academy

• Phone-Based Customer Service Training 2:49:55

  • 1: Module 01: Introduction to Customer Service 13:13
  • 2: Module 02: What’s Different about Good Customer Service? 06:30
  • 3: Module 03: Customer Relationship Management 06:30
  • 4: Module 04: Customer Service Communication Strategies 14:06
  • 5: Module 05: Aspects of Phone Etiquette 16:17
  • 6: Module 06: Building Rapport Over the Phone 12:49
  • 7: Module 07: Inbound and Outbound Calls 11:39
  • 8: Module 08: Active Listening and Managing Tough Callers 16:03
  • 9: Module 09: Managing Interoffice Calls and Voicemail 07:17
  • 10: Module 10: Problem Solving over the Phone 35:10
  • 11: Module 11: Intra Organisation Dealings 22:22
  • 12: Module 12: Measuring Customer Service 06:59
  • 13: CPD Certificate - Free 01:00

Within these carefully crafted modules lies the blueprint for customer service excellence. Explore the intricacies of communication, from the subtle nuances of phone etiquette to the art of building unwavering rapport over the airwaves. Navigate the ebb and flow of inbound and outbound calls with finesse, mastering the delicate dance of active listening and gracefully managing even the toughest of callers. Beyond the realms of mere conversation, delve into the realm of problem-solving prowess, equipped with the tools to navigate any challenge that comes your way. Here, each module is a stepping stone towards a deeper understanding of the intricate tapestry that is customer relationship management, culminating in the ability to measure success not just in metrics, but in the smiles of satisfied customers. Welcome to a world where every call is an opportunity, and excellence is not just a goal but a way of life.

Course Curriculum

• Module 01: Introduction to Customer Service
• Module 02: What’s Different about Good Customer Service?
• Module 03: Customer Relationship Management
• Module 04: Customer Service Communication Strategies
• Module 05: Aspects of Phone Etiquette
• Module 06: Building Rapport Over the Phone
• Module 07: Inbound and Outbound Calls
• Module 08: Active Listening and Managing Tough Callers
• Module 09: Managing Interoffice Calls and Voicemail
• Module 10: Problem Solving over the Phone
• Module 11: Intra Organisation Dealings
• Module 12: Measuring Customer Service

Learning Outcomes:

• Identify key principles of effective phone-based customer service strategies.
• Apply techniques for building rapport and managing tough callers effectively.
• Demonstrate active listening skills and handle inbound and outbound calls proficiently.
• Utilize problem-solving strategies to address customer inquiries and concerns.
• Manage interoffice calls, voicemail, and intra-organisation dealings professionally.
• Evaluate customer service performance through effective measurement techniques.

• Customer service representatives seeking to enhance phone-based communication skills.
• Call centre agents aiming to improve customer interactions and satisfaction.
• Sales professionals interested in refining their phone etiquette and communication strategies.
• Frontline staff members tasked with handling inbound and outbound calls effectively.
• Team leaders or supervisors responsible for managing and monitoring phone-based customer service.

• Customer Service Advisor
• Call Centre Operator
• Sales Representative
• Receptionist
• Customer Support Specialist
• Telecommunications Operator

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