Customer Service Via Phone And Email

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Customer Service Via Phone And Email

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(1 customer review)

New employees in a telephone or electronic-based customer service role in any industry, or current employees in this role in need of developing these skills.

You will practice skills and apply principles for providing customer service remotely, via telephone and the web.


You need to respond to customer service queries via a remote system such as email or the telephone. In order to do this effectively, you need to develop skills that will help you interact with customers in a positive and professional manner. In this course, you will learn important principles and skills you can utilize as a remote customer service representative.


0.5 Day

Course Content

Lesson 1: Managing the Customer’s Initial Contact

Topic 1A: Accept a Customer Contact

Topic 1B: Address a Customer’s Emotional State

Topic 1C: Address Your Own Emotional State


Lesson 2: Addressing Customer Issues

Topic 2A: Assess Customer Issues

Topic 2B: Develop Solutions

Topic 2C: Negotiate to Reach a Solution


Lesson 3: Closing Communications

Topic 3A: Upsell Additional Products

Topic 3B: Conclude Customer Contact

Topic 3C: Follow Up

Topic 3D: Release Stress

Course Objectives

Upon successful completion of this course, students will be able to:

  • Manage the customer’s initial contact.
  • Address the customer’s issues.
  • Close communications with the customer once all issues have been resolved.

1 review for Customer Service Via Phone And Email

  1. Rated 1 out of 5


    I will happy to view this course it seems interesting and challenging

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