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LinkedIn Learning

Phone-Based Customer Service

via LinkedIn Learning

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Overview

Learn how to identify and address the unique challenges posed by serving customers over the phone.

Syllabus

Introduction
  • Phone service still matters
  • Understand the phone's unique challenges
1. Build Rapport over the Phone
  • Develop the perfect phone greeting
  • Create personal connections
  • How to fill dead air
  • Manage holds and transfers
  • Control the call with friendliness
2. Exceed Expectations over the Phone
  • Tune out distractions
  • Listen over the phone
  • Use advanced communication techniques
  • Deliver moments of "wow"
3. Solve Problems over the Phone
  • How to express empathy
  • De-escalate angry calls
  • Friendly follow-up
  • Stay focused while you work
Conclusion
  • Create your action plan

Taught by

Jeff Toister

Reviews

4.8 rating at LinkedIn Learning based on 4296 ratings

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