185 Madison Ave. at 34th St., Suite 1104, New York, NY 10016 • 212-684-5151
Customer Service Via Phone and Email
Customer Service Via Phone and Email

Price: $325.00

Course Code: SM | Hours: 8

Customer Service Via Phone and Email Training Overview

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.

Upon successful completion of this course, students will be able to:

  • Manage the customer's initial contact
  • Address the customer's issues
  • Close communications with the customer once all issues have been resolved

Prerequisites:

Students should have a basic understanding of Windows, including how to use files and folders.

Related Classes:

See Also:

Prerequisites:

Students should have a basic understanding of Windows, including how to use files and folders.

Related Classes:

See Also:

Customer Service Via Phone and Email Training Outline

Lesson 1: Managing the Customer's Initial Contact

        • Topic 1A: Accept a Customer Contact
        • Topic 1B: Address a Customer's Emotional State
        • Topic 1C: Address Your Own Emotional State

Lesson 2: Addressing Customer Issues

        • Topic 2A: Assess Customer Issues
        • Topic 2B: Develop Solutions
        • Topic 2C: Negotiate to Reach a Solution

Lesson 3: Closing Communications

        • Topic 3A: Upsell Additional Products
        • Topic 3B: Conclude Customer Contact
        • Topic 3C: Follow Up
        • Topic 3D: Release Stress