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Customer Service Via Phone and Email

You need to respond to customer service queries via a remote system such as email or the telephone.

In order to do this effectively, you need to develop skills that will help you interact with customers in a positive and professional manner.

In this course, you will learn important principles and skills you can utilize as a remote customer service representative.

Study Methods

What is the aim of the course?

Have you ever contacted a customer service department yourself? How often have you actually been happy with the experience?

Now that you are a customer service representative, you need to make sure your customers are happy.

In order to properly address customers’ concerns, make them happy with your company, and build a loyal customer base, you need certain skills specific to communicating via electronic media such as the telephone and email.

Understanding how to communicate effectively will make your job more enjoyable and enable you to get along better with customers.

At course completion:

Upon successful completion of this course, you will be able to:

  • •  manage the customer's initial contact.
  • •  address the customer's issues.
  • •  close communications with the customer once all issues have been resolved.

Who should attend?

New employees in a telephone or electronic-based customer service role in any industry, or current employees in this role in need of developing these skills.

Customer Service Via Phone and Email

Lesson 1: Managing the Customers Initial Contact

  • Accept a Customer Contact
  • Address a Customers Emotional State
  • Address Your Own Emotional State

Lesson 2: Addressing Customer Issues

  • Assess Customer Issues
  • Develop Solutions
  • Negotiate to Reach a Solution

Lesson 3: Closing Communications

  • Upsell Additional Products
  • Conclude Customer Contact
  • Follow Up
  • Release Stress


Learning Materials:


What course next:

1 Day

All included


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Course Content
Customer Service Via Phone and Email

   • Managing the Customers Initial Contact
   • Addressing Customer Issues
   • Closing Communications


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