Customer Service over the Phone
By: Jeff Toister
Level: Appropriate for all
Duration: 51m 59s
Released: May 23, 2016
Description:
Customer service expert Jeff Toister helps customer service specialists develop the specific skills needed to help customers over the phone. Learn how to break the ice and develop rapport with the people you serve, even when you’re pressed for time. Tune out distractions and develop listening skills that are critically important to phone service. Last, learn how to express empathy, de-escalate angry callers, and stay focused throughout the day.
Topics include:
- Developing the perfect phone greeting
- Filling dead air
- Managing holds and transfers
- Listening
- Expressing empathy
- De-escalating angry callers
Contents:
- Introduction
- 1. Build Rapport over the Phone
- 2. Exceed Expectations over the Phone
- 3. Solve Problems over the Phone
- Conclusion
Author:
Jeff Toister is a customer service expert and president of Toister Performance Solutions, Inc., a consulting firm that has helped companies improve customer service at the highest level for more than 20 years. His clients include Fortune 500 firms, midsize companies, municipal agencies, nonprofit organizations, and even small businesses like his local plumber. His innovative solutions have helped clients improve customer satisfaction, sales, and efficiency.
Jeff is also the author of Service Failure: The Real Reasons Employees Struggle with Customer Service and What You Can Do About It. Using examples from well-known companies, real stories from frontline employees, and the latest scientific research to highlight the challenges customer service employees experience every day, Service Failure delivers straightforward solutions for overcoming these obstacles.
He is also a nationally recognized employee training expert and was one of the first people to receive the Certified Professional in Learning and Performance (CPLP) certification from the American Society for Training and Development. He has spoken at conferences and events throughout the country and has even been featured in two advertising campaigns to promote the benefits of the CPLP certification.
Jeff lives in California and serves clients throughout the United States.
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