Professional Course

Essential Phone Techniques for Customer Service

1 day
1 day
This provider usually responds within 48 hours 👍

Course description

Essential Phone Techniques for Customer Service

Learn effective strategies to provide high-quality customer service over the phone.

Did you know you are limited to about 40 percent of your ability to get a message across over the telephone? Your customers don’t have the benefit of a nice, firm handshake; they can’t see a smile or how well you’re dressed; no body language to read; no facial expressions for cues. You only have your attitude, audible senses, and vocal tone at work. As a result, your telephone communication skills are critical. Most of us draw mental pictures of our customers or prospects while on the telephone, often establishing long-term working relationships without having met them. Indeed, we are quick to visualize the person on the other end of the telephone without realizing that they are drawing a mental picture of us, too. How does the person on the other end of the line perceive you? Do you project professionalism? Are you perceived to be knowledgeable, confident, and competent? How well do you demonstrate characteristics that create an image your customers will remember with pleasure? Do you give the impression you will go the extra mile for customers?

Jeannie Davis will share tips, tricks, and techniques to help you present exactly the image you want each customer to have of you and your organization. You will learn what to do before you pick up the phone, how to solve problems without transferring the customer’s call, how to determine what the customer really wants, and tips on handling situations where you need to transfer or give the customer unpleasant news.

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Who should attend?

This live webinar is designed for

  • customer service managers and representatives
  • account managers
  • credit and billing representatives
  • receptionists and technical and support representatives.

Training content


  • Own Every Customer Interaction

Ready, Get Set, Go

  • Your Personal Lobby
  • Look Good to Yourself
  • Develop and Demonstrate a Can-Do Attitude

Tips to Achieve One Call Resolution

  • Identify Resources and Support Tools
  • Positive Words and Phrases
  • Identify Common Issues

What Does Your Customer Really Want?

  • Call Screening Techniques
  • Probing Techniques
  • Listening on Purpose

Handling Delicate Customer Interactions

  • Managing Your Personal Attributes
  • Complaint Call Behavioral Styles and Strategy
  • Sharing Unpleasant News

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Lorman Education Services
Lorman Education Services
2510 Alpine Road
54702 Eau Claire Wisconsin

Lorman Education Services - Live and On-Demand Courses

Lorman Education Services is a leading provider of online professional development and corporate training for organizations and individual professionals. For more than 30 years, Lorman has delivered relevant, high-quality, professional-level courses that cover a broad range of business and technical...

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