About This Chapter
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.
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
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.
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.
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.
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.
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.
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.
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.
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.
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.
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Other chapters within the Call Center Skills Training course