Online
- Duration / Course length: Upto 6 Hours Start now
- Accredited by: CPD Certification Service
- Certificates:
- Course delivery: This course is delivered in video format
Course details
Providing excellent service to your customers over the phone is a skill that can set you apart from your competitors and boost your reputation. In this Phone-Based Customer Service course, you will learn how to communicate effectively, build rapport, handle difficult callers, and solve problems over the phone. You will also learn how to use customer relationship management tools, follow phone etiquette rules, and measure your service performance.This course will help you distinguish between poor and excellent customer service, enabling you to provide the best possible service. You'll find out how to maximise sales opportunities, improve customer loyalty, and present your company in a favourable light. Furthermore, you will acquire the expertise to handle various caller types, including those who may be angry, impatient, or confused, along with mastering the management of interoffice calls and voicemail messages.
This course is suitable for anyone who wants to improve their phone-based customer service skills and gain a recognized qualification in this field.
Course Curriculum
Module 01: Introduction to Customer Service
Module 02: What’s Different about Good Customer Service?
Module 03: Customer Relationship Management
Module 04: Customer Service Communication Strategies
Module 05: Aspects of Phone Etiquette
Module 06: Building Rapport Over the Phone
Module 07: Inbound and Outbound Calls
Module 08: Active Listening and Managing Tough Callers
Module 09: Managing Interoffice Calls and Voicemail
Module 10: Problem Solving over the Phone
Module 11: Intra Organisation Dealings
Module 12: Measuring Customer Service
Learning Outcomes
- Learn the principles and practices of effective customer service
- Gain skills and confidence in communicating with customers over the phone
- Understand how to use customer relationship management tools and strategies
- Acquire techniques for building rapport, handling difficult callers and solving problems
- Learn how to manage interoffice calls, voicemail and intra organisation dealings
- Understand how to measure and improve customer service performance
Eligibility / Requirements
- This course is available to all learners, of all academic backgrounds.
- Learners should be aged 16 or over to undertake the qualification.
- Good understanding of English language, numeracy and ICT are required to attend this course.
Job roles this course is suitable for:
Customer Service Representative , Call Centre Agent , Customer Service Manager , Customer Care Coordinator , Customer Relations Officer , Customer Service Trainer , Telephone Customer Service Associate , Inbound Sales RepresentativeAbout Course Gate
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