Coursera Plus Annual is 40% Off — Ends July 13.

Class Central is learner-supported. When you buy through links on our site, we may earn an affiliate commission.

LinkedIn Learning

Phone-Based Customer Service

via LinkedIn Learning

Write review
Coursera Ad

Learn AI, Data Science & Business — Earn Certificates That Get You Hired

Learn More → Boot.dev Ad

Learn Backend Development Part-Time, Online

Learn More →

Overview

Google, IBM & Meta Certificates – 40% Off
One plan covers every Professional Certificate on Coursera.
Unlock All Certificates
Learn how to identify and address the unique challenges posed by serving customers over the phone.

Syllabus

Introduction
  • Phone service still matters
  • Understand the phone's unique challenges
1. Build Rapport over the Phone
  • Develop the perfect phone greeting
  • Create personal connections
  • How to fill dead air
  • Manage holds and transfers
  • Control the call with friendliness
2. Exceed Expectations over the Phone
  • Tune out distractions
  • Listen over the phone
  • Use advanced communication techniques
  • Deliver moments of "wow"
3. Solve Problems over the Phone
  • How to express empathy
  • De-escalate angry calls
  • Friendly follow-up
  • Stay focused while you work
Conclusion
  • Create your action plan

Taught by

Jeff Toister

Reviews

4.8 rating at LinkedIn Learning based on 4296 ratings

Start your review of Phone-Based Customer Service

Never Stop Learning.

Get personalized course recommendations, track subjects and courses with reminders, and more.

Sign up for free
Someone learning on their laptop while sitting on the floor.