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COM 123 - Effective Telephone Skills: Avoiding Common Pitfalls
Course Description
Sometimes the biggest errors in customer service are mistakes we don't even realize we've made until it's too late. In this course, we'll discuss some of the common sayings, habits, and behaviors most known to alienate customers and result in unsatisfactory service.
Course Objectives
After completing this course, you will be able to:
  • Handle questions from callers in which you do not immediately know the answer.
  • Politely place callers on hold.
  • Avoid the common words and phrases most likely to upset callers.
Chapters and Pages
- Introduction
- Tackling What You Don't Know
- Tackling What You Don't Know (B)
- Tackling What You Don't Know (C)
- Avoiding "No"
- Avoiding "No" (Cont'd)
- Honesty
- Honesty (Cont'd)
- Delivering the Possible
- Don't Impose Limits (B)
- Don't Impose Limits (C)
- Maintain Your Composure
- You Are Your Company
- You Are Your Company (Cont'd)
- Review
- Let's See What You've Learned!

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