Phone-Based Customer Service

Learn how to identify and address the unique challenges posed by serving customers over the phone.

Introduction

• Phone service still matters
• Understand the phone's unique challenges

1. Build Rapport over the Phone

• Develop the perfect phone greeting
• Create personal connections
• How to fill dead air
• Manage holds and transfers
• Control the call with friendliness

2. Exceed Expectations over the Phone

• Tune out distractions
• Listen over the phone
• Use advanced communication techniques
• Deliver moments of "wow"

3. Solve Problems over the Phone

• How to express empathy
• De-escalate angry calls
• Friendly follow-up
• Stay focused while you work

Conclusion

• Create your action plan