Customer Service on the Telephone

Course Overview

This program is about improving the customer experience on the telephone. Customers appreciate when the person answering the call is pleasant, professional and helpful.

Program Objectives

During this program, participants will learn:

  • identify the challenges of phone customer service and share best practices

  • review communication skills needed to provide exceptional customer service including using vocal variety, articulating words, avoiding jargon and smiling remotely to sound friendly and helpful

  • review active listening skills

  • identify process improvement opportunities

  • learn techniques to deal with difficult callers

Available Formats

½ day, full day, virtual