Phone-Based Customer Service

Phone-Based Customer Service

245 STUDENTS ENROLLED

    Overview

    Become a skilled customer service specialist and help your company become world-class in reputation. All businesses and companies now rely on call centres and telephone operators to help their clients, and we can train you to provide the very best. When they answer the phone, each operator’s actions will be responsible for the customer’s perception of the brand or product. So you need to provide something exceptional when providing support and guidance in a stressful or emotional situation. 

    This invaluable course provides detailed techniques and strategies for dealing with the most demanding of customers, ensuring that they finish their call feeling satisfied with the response they have received. It includes all possible aspects that an operator may face from a caller, with an emphasis on clear and honest communication. By completing the modules, you’ll feel empowered to establish a successful rapport with any caller, and confident enough to facilitate the toughest of requests.

    Learning outcomes: 

    • Understanding the attributes that make up excellent customer service
    • Gaining knowledge of CRM (Customer Relationship Management) 
    • Learn the strategies that enable good communication over the phone
    • Develop a high standard of telephone etiquette
    • Knowing how to establish a rapport and relationship with the customer
    • Ensure you have met or exceeded the customer’s expectations during the call 
    • Have a solid understanding of problem management and knowing how to use it during any call
    • Measure and improve your performance over subsequent calls

    Method of Assessment

    To assess your learning, you have to participate in an automated multiple-choice question exam. You have to score at least 60% to pass the exam and to qualify for CPD accredited certificates. After passing the exam, you will be able to apply for a certificate.

    To enhance your knowledge regarding the course and to further assess your learning, you are advised to complete the assignment questions provided at the end of the course, which you can complete anytime you wish.

    After submitting the assignment, our expert tutor will assess your assignment and will give you feedback on your performance.

    Certification

    After completing the MCQ assessment, you will qualify for the CPD Certificate from One Education, as proof of your continued professional development. Certification is available in PDF format, for £9, or a hard copy can be sent to you via post, for just £15.

    Who is This course for?

    This course is primarily crafted to train telephone operators in the best methods for delivering customer service. However, it is equally suitable for any team leaders or employers who utilise call centres to represent their companies or products. Specialists in customer services would also benefit from the contents.

    Requirements

    There are no specific prerequisites to enrol in this Phone-Based Customer Service. Anyone and everyone can take this course.

    The Phone-Based Customer Service is fully accessible from any internet-enabled smart device. So, you can study from the comfort of your home!

    All you need is a passion for learning, literacy, and to be over the age of 16.

    Career Path

    This course provides a concise education for all telephony specialists that need to utilise customer service in their role. Any individual who regularly liaises with external customers or performs any form of customer service will also find the contents of great benefit. As such, the course is appropriate for the following careers:

    • Telephone operators 
    • Customer service specialists 
    • Call centre managers or team leaders

    Course Curriculum

    Phone-Based Customer Service
    Module 1: Introduction to Customer Service 00:23:00
    Module 2: What’s Different about Good Customer Service? 00:12:00
    Module 3: Customer Relationship Management 00:42:00
    Module 4: Customer Service Communication Strategies 00:24:00
    Module 5: Aspects of Phone Etiquette 00:31:00
    Module 6: Building Rapport Over the Phone 00:24:00
    Module 7: Inbound and Outbound Calls 00:16:00
    Module 8: Active Listening and Managing Tough Callers 00:28:00
    Module 9: Managing Interoffice Calls and Voicemail 00:10:00
    Module 10: Problem Solving over the Phone 01:04:00
    Module 11: Intra Organisation Dealings 00:35:00
    Module 12: Measuring Customer Service 00:12:00
    Mock Exam
    Mock Exam – Phone-Based Customer Service 00:20:00
    Final Exam
    Final Exam – Phone-Based Customer Service 00:20:00
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