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Phone-Based Customer Service

(2 students)

This course includes:

05:21:00 hours

CPD Accreditation

12 units

Full lifetime access

Access on mobile and TV

Certificate of completion


Key Concepts Covered by This Free Course:

  • Understand the fundamentals of customer service and its importance.
  • Develop effective customer relationship management skills.
  • Acquire communication strategies tailored to phone-based customer service.
  • Master phone etiquette and building rapport over the phone.
  • Learn how to manage tough callers and problem-solve over the phone.
  • Discover effective ways to measure and improve customer service.

Course Overview

Enhance your customer service skills and elevate your career with our Phone-Based Customer Service course. Designed for professionals seeking to provide exceptional customer service over the phone, this comprehensive course covers everything from the fundamentals of customer service to effective communication strategies and problem-solving. With a focus on building strong customer relationships and maintaining a positive image for your organization, our curriculum covers essential topics such as phone etiquette, rapport building, active listening, and handling tough calls. Whether you're looking to improve your existing phone-based customer service skills or start a career in customer service, our course equips you with the knowledge and tools to succeed.

Course Benefits

Our Phone-Based Customer Service course offers numerous benefits to professionals looking to enhance their customer service skills. With a focus on practical skills and real-world scenarios, you will acquire the expertise and confidence to provide exceptional phone-based customer service. Moreover, our course also provides a comprehensive understanding of customer relationship management, essential to building and maintaining long-term customer relationships. In addition to improving your customer service skills, our course also enhances your communication skills, problem-solving skills, and overall professionalism. These transferable skills can help you advance your career and make you a valuable asset in various professional settings. By the end of our course, you will have gained the skills and confidence necessary to excel in phone-based customer service and elevate your career to new heights.

Career Path

  • Customer Service Representative: Provide exceptional phone-based customer service.
  • Call Centre Agent: Handle customer inquiries and complaints over the phone.
  • Customer Success Manager: Build and maintain long-term customer relationships.
  • Sales Representative: Use phone-based customer service skills to close deals.
  • Technical Support Specialist: Provide technical assistance to customers over the phone.
  • Virtual Assistant: Offer phone-based customer service as part of virtual assistant services.
Course content

Phone-Based Customer Service

1: Introduction to Customer Service


2: What’s Different about Good Customer Service?


3: Customer Relationship Management


4: Customer Service Communication Strategies


5: Aspects of Phone Etiquette


6: Building Rapport Over the Phone


7: Inbound and Outbound Calls


8: Active Listening and Managing Tough Callers


9: Managing Interoffice Calls and Voicemail


10: Problem Solving over the Phone


11: Intra Organisation Dealings


12: Measuring Customer Service


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