Customer Service over the Phone

  • by CC Chapman
  • Narrated by CC Chapman
  • 0 hrs and 42 mins
  • Unabridged Audiobook

Publisher's Summary

There are 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
Expressing empathy
De-escalating angry callers


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Customer Reviews

Most Helpful

Video soundtrack! Not a book!

This short audio file has a lot of great information in it unfortunately it is a audio sound track from a video and routinely uses visual references. and refers to several worksheets that the listener is supposed to download and work through to get the full information but the URL is not provided.
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- Steven A Shawl

Book Details

  • Release Date: 01-06-2017
  • Publisher: CC CHAPMAN