Customer Service: The Telephone Connection

 
 
 


Customer Service: The Telephone Connection (17 Min)
   
Also Available:   Customer Service Collection (7 Courses)
    Spanish Version
   

Excellent telephone customer service doesn’t just happen. It requires dedication, skill—and enthusiasm.

Your voice, responsiveness, and product knowledge are the only tools you have to convey the right impression and build customer loyalty over the telephone. You don’t get a second chance once a customer hangs up—unless you leave that customer with a good feeling and the desire to do business with you again.

The “customer” part of telephone customer service
  • The greeting
  • Listening skills
  • Telephone courtesy

The "service" part of telephone customer service

  • Product and system knowledge
  • Complaints
  • Problem solving

This release portrays traditional and nontraditional customer service roles, ranging from a mail order company to a medical setting, from a corporate admin to a warehouse supervisor. These different scenes show that everyone in the organization has customers—even if they are your “internal customer” coworkers.

Our narrator hosts also touch on the finer points, such as upselling and cross-selling (when an additional product or service would better satisfy customer needs). And they explain how to handle angry or dissatisfied customers in a way that both solves the problem and ultimately strengthens the relationship.


Supporting Materials
  

Study Guide

  • 41-pages
  • Discussion questions
  • Quiz
  • Certificate of Completion
  • And more!
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Customer Service: The Telephone Connection

KP-CST

17 Minutes

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Mercy Medical Center Laboratory,
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