Jeff Toister – Customer Service over the Phone

By: Jeff Toister

Level: Appropriate for all

Duration: 51m 59s

Released: May 23, 2016

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.

Topics include:

• Developing the perfect phone greeting
• Filling dead air
• Managing holds and transfers
• Listening
• Expressing empathy
• De-escalating angry callers

Contents:

Author:

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