Ch 1: Customer Service Basics Over the Phone

About This Chapter

The first step to developing outstanding telephone customer service skills is to understand the meaning and importance of customer service. Use these corporate training lessons to help your employees learn telephone customer service basics.

Customer Service Basics Over the Phone - Chapter Summary

In this chapter, engaging video lessons cover the definition, roles and challenges of telephone customer service. Employees will learn about the following:

  • Different types of customer service and its role in marketing
  • Why good customer service is important
  • Basic rules of telephone customer service
  • Common challenges in providing customer service over the phone

Our experienced instructors provide brief, impactful presentations to illustrate the fundamentals of telephone customer service. Quizzes and a chapter exam provide easy methods to assess employees' understanding of lesson materials.

How It Helps

  • Builds employee confidence: This chapter gives employees the knowledge and skills to handle each customer phone call with certainty.
  • Emphasizes the importance of customer service: By watching these lessons, employees will understand that good telephone customer service is key to gaining and retaining customers.
  • Leads to satisfied customers: The lessons in this chapter provide the tools necessary for employees to respond effectively to customer inquiries and concerns.

Skills Covered

By the end of this chapter, employees will be able to:

  • Explain the meaning and types of customer service
  • Describe how solid customer service results in customer loyalty and improving a company's reputation
  • Know how to use good telephone etiquette
  • Understand how to overcome telephone customer service challenges

5 Lessons in Chapter 1: Customer Service Basics Over the Phone
Test your knowledge with a 30-question chapter practice test
What Is Customer Service? - Definition, Types & Role in Marketing

1. What Is Customer Service? - Definition, Types & Role in Marketing

Customer service is the act of taking care of the customer's needs by providing and delivering professional, helpful, high quality service and assistance before, during, and after the customer's requirements are met.

The Importance of Good Customer Service

2. The Importance of Good Customer Service

Providing good customer service is critical for a company's success! If your company is struggling, this is the first area to evaluate. This lesson defines customer service and explains how it can have a positive impact on a business.

Phone Skills for Customer Service

3. Phone Skills for Customer Service

Effective customer service has a major impact on the overall health of an organization. This lesson will discuss several soft skills that phone customer service representatives should have.

Practical Application: Assessing Phone Skills for Customer Service Representatives

4. Practical Application: Assessing Phone Skills for Customer Service Representatives

This questionnaire will help you self assess your phone skills. Using this will help you identify areas and strength and weakness in this skill. After, we'll analyze the results and look at strategies for improvement if necessary.

Telephone Customer Service: Challenges & Tips

5. Telephone Customer Service: Challenges & Tips

Telephone customer service creates an interesting environment for customer service professionals. In this lesson, we'll discuss the challenges associated with providing telephone customer support and tips for providing superb service.

Chapter Practice Exam
Test your knowledge of this chapter with a 30 question practice chapter exam.
Not Taken
Practice Final Exam
Test your knowledge of the entire course with a 50 question practice final exam.
Not Taken

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Other Chapters

Other chapters within the Developing Effective Telephone Customer Service Skills course

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