Customer Service: The Telephone Connection - Spanish

 
 
 

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.

Our comedic hosts have a lot of fun with this subject, but their underlying message is sincere: telephone customer service is an important job and it has to be done well. 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 course 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.

Telephone customer service takes skill and finesse. This video conveys the communication skills and positive attitude necessary to provide service—and project that warmth in your voice, call after call!


Supporting Materials  

Study Guide:
This 39-page guide goes over the information presented in the course, and includes a Quiz, Certificate of Completion, and more. (Guide is in English)

$6 each

Sold in packs of 10

20+   $5 ea
50+   $4 ea

Customer Service: The Telephone Connection - Spanish

KP-CST SPAN

17 Minutes

DVD
Online
SCORM 1.2 Course for your LMS

DVDs and More

 
$199
10-pack of (English) Study Guides
$60
Customer Service Combination Package
$349

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