When you're providing customer service over the phone, without face-to-face interaction, it can be challenging to establish the right relationship. There are many techniques that can help you consistently deliver the best customer service over the phone. In this course, you'll learn basic etiquette tips for answering, managing, and ending customer service calls. You'll also learn how to make a good impression by listening, using questions to probe for more information, minding your tone, and empathizing with the customer. Finally, you'll learn ways of reflecting or adapting to your customer's style.
Customer Service over the Phone
recall guidelines for answering calls and putting customers on hold
list techniques for transferring and closing customer service calls
recall techniques for maintaining a positive tone of voice on customer service calls
identify examples of active listening techniques
recognize examples of customer-focused language
identify approaches to helping resolve customer problems
recall techniques for mirroring a customer's language
use proper etiquette and techniques when providing customer service via telephone
The materials within this course focus on the Knowledge Skills and Abilities (KSAs) identified within the Specialty Areas listed below. Click to view Specialty Area details within the interactive National Cybersecurity Workforce Framework.