Title of the resource : Phone-Based Customer Service
Type of resource : Training program, Course material
Innovation-Key points : MOOC format, practical contents and activites oriented towards end user and real situations in ICT support and customer attention. Learn how to communicate effectively with customers and practice your problem-solving skills.
Format : MOOC
Tools and methods : Practical methodology with knowledge tests, videos, reading contents, forums discussion.
Targeted audiences/ Targets : Anyone interested on make a career on ICT technical and customer support
Source/URL : Source
Sitography and/or bibliography : Source
Prerequisite/ Material needed : nothing
Language(s) available : English
General Description :
Customer service expert Jeff Toister helps customer service specialists develop the 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.
Links with IO4 recommendations :
This e-learning training course is based on real practice in the sector, it includes technical and transversal skills, troubleshooting contents, common problem-solving methodologies and customer service.