Ch 5: Digital & Telephone Customer Service

About This Chapter

This chapter is filled with entertaining lessons you can use during your corporate training sessions to strengthen your employees' knowledge of digital and telephone customer service. Lessons cover web chat techniques, ways to handle digital trolls and various customer service skills.

Digital & Telephone Customer Service - Chapter Summary

As the business world evolves technologically, call centers have to make continuous adjustments to their customer service practices. This chapter examines the skills your employees can use to improve their digital customer service skills. Lessons cover social media customer service, ways to handle difficult customers online, email skills for customer service agents and ways to react to online negative reviews. This chapter also shares skills agents need when managing inbound and outbound calls and communicating with customers over the telephone.

The lessons in this chapter are flexible, enabling you to select any or all to include in your corporate training sessions. Share multiple-choice quizzes and the practice exam with your employees to ensure they have a complete understanding of each lesson and the entire chapter.

How It Helps

  • Builds awareness: This chapter offers a comprehensive overview various forms of digital and telephone customer service.
  • Shares tips and strategies: Lessons offer tips and strategies for responding to positive and negative online feedback, handling digital trolls and more.
  • Improves employee skillsets: Employees can study the lessons to build their customer service skills as they relate to web chatting, email and telephone communication.

Skills Covered

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

  • Provide an overview of social media customer service
  • Utilize essential skills needed in digital customer service
  • Appropriately manage digital trolls and difficult online customers
  • Respond to positive and negative online feedback and react to negative reviews
  • Use proper techniques when web chatting
  • Understand and use appropriate email skills
  • Implement skills for telephone communication and handling inbound and outbound calls

9 Lessons in Chapter 5: Digital & Telephone Customer Service
Test your knowledge with a 30-question chapter practice test
Social Media Customer Service Overview

1. Social Media Customer Service Overview

Social media for customer service? Today, more customers are turning to exactly this platform to get their problems solved. In this lesson, you'll learn more about using social media to handle customer service inquiries.

Essential Skills for Digital Customer Service

2. Essential Skills for Digital Customer Service

Essential skills for digital customer service range from writing a professional response to properly verifying customer data. In this lesson, you'll learn more about critical skills needed for handling digital service inquiries.

Handling Digital Trolls & Difficult Customers Online

3. Handling Digital Trolls & Difficult Customers Online

That angry customer: is he a troll or does he have a legitimate concern? In this lesson, you'll learn more about identifying each type of customer and how to handle both in an online setting.

How to Respond to Positive Customer Feedback Online

4. How to Respond to Positive Customer Feedback Online

Don't fall into the trap of only acknowledging negative reviews; positive feedback needs love, too! In this lesson, we look at some best practices for responding to positive customer feedback online.

How to React to Negative Reviews & Feedback Online

5. How to React to Negative Reviews & Feedback Online

Handling negative online feedback requires a little finesse, patience, and a mind to not only satisfy customers but protect your brand's image. In this lesson, you'll learn more about how to react to online negativity.

Web Chat Techniques for a Customer Service Agent

6. Web Chat Techniques for a Customer Service Agent

Customer service agents handling web chats need some specific skills and tools to be effective in that role. In this lesson, you'll learn more about handling these chats, from first greeting to resolving the problem.

Email Skills for Contact Center Agents

7. Email Skills for Contact Center Agents

Learning how to write an effective email can help resolve issues, make communication more clear, and demonstrate professionalism. Use the tips in this lesson to create effective messages from your contact center.

Telephone Communication Skills for Call Center Agents

8. Telephone Communication Skills for Call Center Agents

There are four main parts to any call center interaction: greeting, information gathering, resolution, and closing. This lesson reviews tips to proceed through calls successfully while concentrating on first call resolution.

Developing Inbound & Outbound Telephone Skills

9. Developing Inbound & Outbound Telephone Skills

It is vital to a business that its call center representatives have good telephone etiquette skills. This lesson describes a variety of telephone etiquette skills call center representatives can utilize to communicate effectively with customers.

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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