Course Overview

Even in the digital age, the phone is still one of the best ways to do customer service. Not only is it as convenient as chat or email, but it’s also much more personal. 

To make the most of that personal touch, colleagues sometimes need to speak differently than they would in a face-to-face chat. This helps to compensate for the fact that the customer can’t see the colleague’s expression and body language.

In this course, we’ve picked our five top tips for delivering great customer service over the phone.

Firstly, we look at how to set a friendly tone from the beginning of the call. Then we look at how to speak clearly so that the customer can easily follow what’s being said.

We then look at the importance of phrasing things in a positive manner. Then we explain how to use the customer’s name to create a connection with them. Finally, we look at how to show that you’re paying attention to what the customer is saying.

This microlearning course is an animated video, with audio narration and a multiple-choice post-assessment.

Course Objectives

By the end of the course, learners will:

• Be able to start conversations in a friendly tone
• Know how to speak clearly on the phone
• Be able to phrase things in a positive way
• Know how to use the customer’s name
• Be able to show your paying attention