Course details
Can you hear a smile over the phone? When you're providing customer service over the phone without the benefits of face-to-face interaction with your customer it can be challenging to establish the right relationship for excellent service. Just like for face-to-face customer service, there are many techniques for service over the phone that can help you to consistently deliver the best customer service. This course covers the basic rules for answering a customer call including greeting the customer and offering your assistance. It includes information on how to make a good impression by listening and using questions to probe for more information, using your tone, and being able to empathize and be sincere with the customer. This course also describes ways of reflecting or adapting to your customer's style. In the end, customer service should focus on how to better serve and benefit the customer. Materials designed to support blended learning activities aligned with this course are available from the Resources Page.
- identify basic telephone etiquette rules
- match strategies for providing outstanding telephone customer service with examples
- provide excellent telephone customer service in a scenario
About New Horizons Jordan
- 300 computer training centers in 70 countries (and counting)
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- Ranked in the top 5% of the industry for training quality and customer satisfaction
- Official training partner for technology leaders such as Microsoft, Cisco, CompTIA and VMware
- Microsoft’s largest training provider, delivering more than 40% of all authorized Microsoft training worldwide
- World’s largest Cisco-authorized training partner
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