• Online, Self-Paced
Course Description

When you're providing customer service over the phone, without face-to-face interaction, it can be challenging to establish the right customer relationships. There are many techniques that can help you consistently deliver service excellence over the telephone. In this course, you'll learn basic etiquette tips for answering, managing, and ending client service (CS) calls. You'll also learn how to make a good impression by listening, using questions to probe for more information, minding your tone, and empathizing with the customer. Finally, you'll learn ways of reflecting or adapting to your customer's style.

Learning Objectives

Customer Service over the Phone

  • recall guidelines for answering calls and putting customers on hold
  • list techniques for transferring and closing customer service calls
  • recall techniques for maintaining a positive tone of voice on customer service calls
  • identify examples of active listening techniques
  • recognize examples of customer-focused language
  • identify approaches to helping resolve customer problems
  • recall techniques for mirroring a customer's language
  • use proper etiquette and techniques when providing customer service via telephone

Framework Connections

The materials within this course focus on the Knowledge Skills and Abilities (KSAs) identified within the Specialty Areas listed below. Click to view Specialty Area details within the interactive National Cybersecurity Workforce Framework.