Description

In the bustling realm of customer service, mastery isn't merely an option; it's the golden ticket to unlocking unparalleled success. Picture this: every interaction, a chance to dazzle and delight, transforming ordinary moments into extraordinary experiences. Welcome to the realm where every conversation holds the potential to forge lasting connections and elevate brand loyalty to unprecedented heights.

Key Features:

CPD Certified

Free Certificate from Reed

CIQ Approved

Developed by Specialist

Lifetime Access

Within these carefully crafted modules lies the blueprint for customer service excellence. Explore the intricacies of communication, from the subtle nuances of phone etiquette to the art of building unwavering rapport over the airwaves. Navigate the ebb and flow of inbound and outbound calls with finesse, mastering the delicate dance of active listening and gracefully managing even the toughest of callers. Beyond the realms of mere conversation, delve into the realm of problem-solving prowess, equipped with the tools to navigate any challenge that comes your way. Here, each module is a stepping stone towards a deeper understanding of the intricate tapestry that is customer relationship management, culminating in the ability to measure success not just in metrics, but in the smiles of satisfied customers. Welcome to a world where every call is an opportunity, and excellence is not just a goal but a way of life.

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:

Identify key principles of effective phone-based customer service strategies.

Apply techniques for building rapport and managing tough callers effectively.

Demonstrate active listening skills and handle inbound and outbound calls proficiently.

Utilize problem-solving strategies to address customer inquiries and concerns.

Manage interoffice calls, voicemail, and intra-organisation dealings professionally.

Evaluate customer service performance through effective measurement techniques.

CPD

10 CPD hours / points Accredited by CPD Quality Standards

Phone-Based Customer Service Training 2:49:55 1: Module 01: Introduction to Customer Service 13:13 2: Module 02: What's Different about Good Customer Service? 06:30 3: Module 03: Customer Relationship Management 06:30 4: Module 04: Customer Service Communication Strategies 14:06 5: Module 05: Aspects of Phone Etiquette 16:17 6: Module 06: Building Rapport Over the Phone 12:49 7: Module 07: Inbound and Outbound Calls 11:39 8: Module 08: Active Listening and Managing Tough Callers 16:03 9: Module 09: Managing Interoffice Calls and Voicemail 07:17 10: Module 10: Problem Solving over the Phone 35:10 11: Module 11: Intra Organisation Dealings 22:22 12: Module 12: Measuring Customer Service 06:59 13: CPD Certificate - Free 01:00

Who is this course for?

Customer service representatives seeking to enhance phone-based communication skills.

Call centre agents aiming to improve customer interactions and satisfaction.

Sales professionals interested in refining their phone etiquette and communication strategies.

Frontline staff members tasked with handling inbound and outbound calls effectively.

Team leaders or supervisors responsible for managing and monitoring phone-based customer service.

Career path

Customer Service Advisor

Call Centre Operator

Sales Representative

Receptionist

Customer Support Specialist

Telecommunications Operator

Certificates

Digital certificate

Digital certificate - Included

Reed Courses Certificate of Completion

Digital certificate - Included

Will be downloadable when all lectures have been completed.

Course Images

Phone-Based Customer Service Training

By Online Training Academy

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