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!
  • Sold in packs of 10
  • $6 each
  • 20+   $5 ea
  • 50+   $4 ea


   
More from Kantola:
  Harassment-Free Workplace

  Bullying & Respect

  Diversity & Inclusion
    Customer Service Collection

  Complete Library (Best value!)
   

Customer Service: The Telephone Connection

KP-CST

17 Minutes

DVD
Online
SCORM 1.2 Course for your LMS

Customer ServicePhone SkillsClosed-CaptionedComplete Video Library

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$ 299
Includes access for 25 learners
from $6 ea
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$ 149
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$199
10-Pack of Study Guides
$60
Add Spanish Version
$99

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Reviews

"I have been very successful in finding videos on your website that meet my needs. I like the fact they are very affordable and, typically, short enough to build a one-hour, training program around the topic."Linda Reed

Human Resources Manager
Inorganic Ventures
Christiansburg, VA
A Kantola Customer Since 2010

"The training is going very well. Our Customer Survey is currently under way and many of our Agents have said the “Dealing with an Irate Customer” video has been the most helpful of all the videos.

The “Wednesday’s Touch” video is the department’s favorite. We are a call center and we discuss the similarities between holding a person’s hand face to face and holding a person’s hand over the phone.

Being able to have the employees log in at their desks saved 56 hours of phone time in one week. I do appreciate your help and the quick set up you provided so I could have the department through 4 classes before our survey started!

Thank you!"Sheri Lucas

Consumer Services Quality Analyst
The Members Group
Des Moines, IA

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