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Can you hear a smile over the phone? When you're providing customer service over the phone – without the benefits of face-to-face interaction with your customer – it can be challenging to establish the right relationship for excellent service. Just like for face-to-face customer service, there are many techniques for service over the phone that can help you to consistently deliver the best customer service. This course covers the basic rules for answering a customer call including greeting the customer and offering your assistance. It includes information on how to make a good impression by listening and using questions to probe for more information, using your tone, and being able to empathize and be sincere with the customer. This course also describes ways of reflecting or adapting to your customer's style. In the end, customer service should focus on how to better serve and benefit the customer. Materials designed to support blended learning activities aligned with this course are available from the Resources Page.
  • identify basic telephone etiquette rules
  • match strategies for providing outstanding telephone customer service with examples
  • provide excellent telephone customer service in a scenario

Expected Duration 
1.0 hours

Lesson Objectives 

Course Overview

Proper Telephone Etiquette for Customer Service

  • identify basic telephone etiquette rules
  • Providing Excellent Customer Service on the Phone

  • match strategies for providing outstanding telephone customer service with examples
  • Practice: Telephone Customer Service

  • provide excellent telephone customer service in a scenario
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    Customer Service over the Phone Online course
    • Course ID:
      202769
    • Duration:
      60 minutes
    • Price:
      $75