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Essential Telephone Skills: 10 Core Skills to Delivering Excellent Service Over the Phone

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Product ID
tdocetsk_vod
Training Time ?
20 to 24 minutes
Language(s)
English
Video Format
Standard Definition Wide
Devices Supported
Browsers Supported
Android, Chrome, Internet Explorer 9, Internet Explorer 10, FireFox, Safari Mac OS, Safari iOS, Blackberry
Required Plugins
None
Number of Lessons
12
Quiz Questions
10
Question Feedback
Wrong Answer Remediation
Lesson Bookmarking
Downloadable Resources
Interactive Producer
Mastery Technologies, Inc.
Original Content Producer
Telephone Doctor
Course screen Course screen Course screen
Overview

This video training course teaches employees best practices for speaking with customers over the phone. Nancy Friedman, The Telephone Doctor, explains the ten core skills needed to improve most interactions with the public.

From the moment the phone is answered it is important to make every customer feel important. This course shows examples of the skills needed to make the customer feel listened to and taken care of. Viewers learn how to appropriately handle the most common situations through examples demonstrating how to put customers on hold, resolve complaints, and keep a phone call on track.

Customers frequently use phone calls to interact with a company. Use this training to ensure all employees know how to properly treat customers on the phone.

This course is in the Video On Demand format, to read about Video On Demand features click here.

  • Install on any SCORM LMS
  • Full-screen video presentation
  • Print certificate and wallet card
  • You have 7 days to complete the course
Workplaces
Audience

All employees who use the phone for work

Topics
The course presents the following topical areas:
  • Introduction
  • Answering a Business Call
  • Putting a Caller on Hold
  • Thanking the Caller for Holding
  • Monogramming the Call
  • Avoiding Excuses
  • Giving Spoken Feedback Signals
  • Being Prepared
  • Controlling the Conversation
  • Avoiding Mouth Noises
  • Leaving a Positive Last Impression
  • Review
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