Customer Service Via Phone and Email

You need to respond to customer service queries via a remote system such as email or the telephone. In order to do this effectively, you need to develop skills that will help you interact with customers in a positive and professional manner. In this course, you will learn important principles and skills you can utilize as a remote customer service representative.

Course Objective:

You will practice skills and apply principles for providing customer service remotely, via telephone and the web.

• Manage the customer's initial contact.

• Address the customer's issues.

• Close communications with the customer once all issues have been resolved.

Course Content

Lesson 1: Managing the Customer's Initial Contact

• Accept a Customer Contact

• Address a Customer's Emotional State

• Address Your Own Emotional State

Lesson 2: Addressing Customer Issues

• Assess Customer Issues

• Develop Solutions

• Negotiate to Reach a Solution

Lesson 3: Closing Communications

• Upsell Additional Products

• Conclude Customer Contact

• Follow Up

• Release Stress