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COM 127 - Effective Telephone Skills: Taking Initiative
Course Description
In today's world, customers have come to expect the bare minimum in customer service. In this course, we'll explore the value of exceeding these often low expectations and taking the initiative with each caller you come in contact with. 
Course Objectives
After completing this course, you will be able to:
  • Understand the importance of treating all customers equally.
  • Identify the drawbacks of passive and average customer service.
  • Include the components of proactive customer service in your phone conversations.
Chapters and Pages
 
- Introduction
- Treat All Customers Equally
- Treat All Customers Equally (Cont'd)
- Don't Fall Below Expectations
- Don't Fall Below Expectations (Cont'd)
- Don't Be Afraid to Do More
- Don't Be Afraid to Do More (B)
- Don't Be Afraid to Do More (C)
- Give the Caller What They Really Want
- Give the Caller What They Really Want (Cont'd)
- Being Proactive
- Being Proactive (B)
- Proactively Managing Difficult Callers
- What to Avoid
- What to Avoid (Cont'd)
- Making Things Right
- Making Things Right (Cont'd)
- Review
- Let's See What You've Learned!

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