Frontline Call Center Skills

Duration: 31.0

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.

• 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

Duration: 28.0

There are several defining moments, or moments of truth, that can make or break every service transaction. To successfully navigate these moments of truth, it's important for service organizations to add value to a customer's experience by creating and implementing strong, clearly defined service standards. In this course, you'll learn about techniques used to shape the direction of customer service in an organization, including mapping, researching, taking action on, and evaluating moments of truth. You'll also learn how to develop and implement customer service standards and strategies.

• recall the importance of managing moments of truth
• recognize how to map and research moments of truth to improve the customer experience
• identify examples of guidelines for taking action on and evaluating moments of truth
• recognize examples of effective customer service standards
• identify examples of steps in the customer service standard development process
• recall the process for staying tuned into customers' needs
• recognize techniques for developing a customer service strategy that improves your customers' experience

Duration: 6.0

Ineffective on-hold messages can frustrate and alienate customer callers. This impact explains how to create an effective on-hold message.