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Customer Service over the Phone Audiobook

Customer Service over the Phone

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Publisher's Summary

There are 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

©2016 CC Chapman (P)2016 CC Chapman

What Members Say

Average Customer Rating

4.0 (3 )
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4.7 (3 )
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Performance
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    Steven A Shawl 05-29-17 Member Since 2016
    ratings
    REVIEWS
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    Performance
    Story
    "Video soundtrack! Not a book!"

    This short audio file has a lot of great information in it unfortunately it is a audio sound track from a video and routinely uses visual references. and refers to several worksheets that the listener is supposed to download and work through to get the full information but the URL is not provided.

    0 of 0 people found this review helpful

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