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On-Demand

Customer Service 101: Phone Etiquette

Jeannie Davis
Customer Service 101: Phone Etiquette
FormatSelf-Paced | On-Demand
Sessions1
Per session60 Minutes
CertificateIncluded


Nationally recognized communication authority Jeannie Davis will share the secrets of pleasing customers during phone calls, even when they have complaints.

Key Takeaways

  • How should you answer the phone and screen calls?
  • What are the best techniques for responding to concerns?
  • How can probing and responding help lead to a resolution?
  • How should you handle holding and call transferring?
  • What are the appropriate uses of voicemail messages?
What We'll Cover

Course Outline

Make the most of every call. Update your telephone skills to please customers.

You are limited to about 40 percent of your ability to get a message across on the telephone. Your customers can’t see your smile or body language. Nevertheless, phone communication skills are critical because customers will judge your organization based on contact with a single individual.

You can make the most of every call by applying tips, tricks, and techniques to connect with customers and create positive interactions. It is essential to demonstrate professionalism in all aspects of each call.

  • How should you answer the phone and screen calls?
  • What are the best techniques for responding to concerns?
  • How can probing and responding help lead to a resolution?
  • How should you handle holding and call transferring?
  • What are the appropriate uses of voicemail messages?

Meet the Expert

Jeannie Davis

Jeannie Davis

A nationally recognized authority on communication skills and telephone communication for great customer service, Jeannie Davis is the award-winning author of Beyond Hello, A Practical Guide For Excellent Telephone Communication and Quality Customer Service. She is a contributing author in Real World Customer Service Strategies That Work. She is President of Now Hear This, a communications training company. An influential speaker and trainer, Jeannie's respected affiliation with Fortune 500 companies and national associations is testament that her webinars, workshops, seminars, and keynote presentations are beneficial to organizations throughout the country.

Who Should Attend?

  • Business owners
  • Clinical staff
  • Operations managers
  • Contract managers
  • Contract administrators
  • Supplier relationship managers
  • Procurement managers
  • Employee relations staff
  • Division supervisors
  • Supervisors
  • Executive directors
  • Senior management
  • Managers
  • Development staff
  • Program directors
  • Community engagement professionals
  • Customer service representatives
  • Call center employees
  • Anyone interested in customer service

Credits

  • This program has been approved for 1.0 general recertification credit hours toward PHR, SPHR, and GPHR recertification through the HR Certification Institute.
  • This program is valid for 1.0 PDCs for the SHRM-CP or SHRM-SCP.

Training Includes

The Customer Service 101: Phone Etiquette course includes the following:

Two Year Course Access

Access your course through your customer dashboard

  • Course access for 2 full years
  • All live sessions include access to the on-demand recording post live session

Class Experience

Live sessions are small and focused to support questions and discussion. Self-paced on-demand courses allow you to move through the material on your own schedule.

Resources

Downloadable course materials to support learning

Attendance Certificate

All sessions include an Attendance Certificate

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$200.00