Developing Effective Telephone Customer Service Skills

Course Summary

Use this corporate training course to help your employees learn the skills to deliver outstanding telephone customer service. These resources can be accessed on any computer or mobile device for completely flexible learning.
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2 chapters in Developing Effective Telephone Customer Service Skills

Course Practice Test

Check your knowledge of this course with a 50-question practice test.
  • Comprehensive test covering all topics
  • Detailed video explanations for wrong answers
Week {{::cp.getGoalWeekForTopic(0, 2)}}
Ch 1. Customer Service Basics Over the Phone {{cp.topicAssetIdToProgress[58051].percentComplete}}% complete
Course Progress Best Score
Lesson 1 - What Is Customer Service? - Definition, Types & Role in Marketing Score: {{cp.lessonAssetIdToProgress[9582].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[9582].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[9582].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[9582].bestScoreQuestions}}  Take Quiz Optional
Lesson 2 - The Importance of Good Customer Service Score: {{cp.lessonAssetIdToProgress[58052].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[58052].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[58052].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[58052].bestScoreQuestions}}  Take Quiz Optional
Lesson 3 - Phone Skills for Customer Service Score: {{cp.lessonAssetIdToProgress[57877].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[57877].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[57877].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[57877].bestScoreQuestions}}  Take Quiz Optional
Lesson 4 - Practical Application: Assessing Phone Skills for Customer Service Representatives
Lesson 5 - Telephone Customer Service: Challenges & Tips Score: {{cp.lessonAssetIdToProgress[58053].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[58053].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[58053].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[58053].bestScoreQuestions}}  Take Quiz Optional
Week {{::cp.getGoalWeekForTopic(1, 2)}}
Ch 2. Telephone Customer Service Skills {{cp.topicAssetIdToProgress[58054].percentComplete}}% complete
Course Progress Best Score
Lesson 1 - Coaching a Telephone Customer Service Team Score: {{cp.lessonAssetIdToProgress[58055].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[58055].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[58055].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[58055].bestScoreQuestions}}  Take Quiz Optional
Lesson 2 - Generating Customer Interest Over the Phone Score: {{cp.lessonAssetIdToProgress[58056].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[58056].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[58056].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[58056].bestScoreQuestions}}  Take Quiz Optional
Lesson 3 - Maintaining a Positive Attitude in Customer Service Score: {{cp.lessonAssetIdToProgress[58057].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[58057].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[58057].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[58057].bestScoreQuestions}}  Take Quiz Optional
Lesson 4 - Resolving Customer Service Complaints Score: {{cp.lessonAssetIdToProgress[58058].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[58058].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[58058].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[58058].bestScoreQuestions}}  Take Quiz Optional
Lesson 5 - Practical Application: Addressing Customer Service Complaints
Lesson 6 - Building Customer Loyalty With Good Customer Service Score: {{cp.lessonAssetIdToProgress[58059].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[58059].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[58059].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[58059].bestScoreQuestions}}  Take Quiz Optional
Lesson 7 - Suggestive Selling Techniques for Telephone Customer Service Score: {{cp.lessonAssetIdToProgress[58060].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[58060].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[58060].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[58060].bestScoreQuestions}}  Take Quiz Optional
Lesson 8 - Overcoming Obstacles in Customer Service Score: {{cp.lessonAssetIdToProgress[58061].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[58061].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[58061].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[58061].bestScoreQuestions}}  Take Quiz Optional

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Practice Tests in this course
Check your knowledge of this course with a 50-question practice test. Once you take the test, you will receive a detailed exam report complete with your personal statistics and even specific lessons to focus on! Take the practice test now
Your detailed study guide will include:
  • Answers and detailed explanations to each question
  • Video lessons to explain complicated concepts
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