Overview
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Learn how to identify and address the unique challenges posed by serving customers over the phone.
Syllabus
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Introduction
- Phone service still matters
- Understand the phone's unique challenges
- Develop the perfect phone greeting
- Create personal connections
- How to fill dead air
- Manage holds and transfers
- Control the call with friendliness
- Tune out distractions
- Listen over the phone
- Use advanced communication techniques
- Deliver moments of "wow"
- How to express empathy
- De-escalate angry calls
- Friendly follow-up
- Stay focused while you work
- Create your action plan
