Phone-Based Customer Service

Phone-Based Customer Service

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


  • 英文名称:Phone-Based Customer Service
  • 时长:48分24秒
  • 字幕:英语


  1. Phone service still matters
  2. Understand the phone's unique challenges
  3. Develop the perfect phone greeting
  4. Create personal connections
  5. How to fill dead air
  6. Manage holds and transfers
  7. Control the call with friendliness
  8. Tune out distractions
  9. Listen over the phone
  10. Use advanced communication techniques
  11. Deliver moments of "wow"
  12. How to express empathy
  13. De-escalate angry calls
  14. Friendly follow-up
  15. Stay focused while you work
  16. Create your action plan