Providing telephone support

Important to know:
The course video is English with Romanian subtitles and test questions are in Romanian.

Overview

When providing dedicated customer service over the phone without face-to-face interaction, it can be difficult to establish the right customer relationships. There are many techniques that can help you consistently ensure excellent telephone service. In this course, you’ll learn basic etiquette recommendations for answering, managing, and ending customer service (CS) calls. You’ll also learn how to make a good impression by listening, using questions to learn more, managing your tone, and empathizing with your customer. At the end of the day, you’ll learn how to reflect or adapt to your customer’s style.

Objectives

• Identify examples of active listening techniques

• Recognize examples of customer-oriented language

• Identify approaches to help you solve customer problems

• Recapitulate techniques for mirroring a client’s language