Excellent telephone customer service doesn’t just happen. It requires dedication, skill—and enthusiasm. Your voice, responsiveness, and product knowledge are the only tools you have to convey the right impression and build customer loyalty over the telephone. You don’t get a second chance once a customer hangs up—unless you leave that customer with a good feeling and the desire to do business with you again.
The "customer" part of telephone customer service
- The greeting
- Listening skills
- Telephone courtesy
The "service" part of telephone customer service
- Product and system knowledge
- Problem solving
This release portrays traditional and nontraditional customer service roles, ranging from a mail order company to a medical setting, from a corporate admin to a warehouse supervisor. These different scenes show that everyone in the organization has customers—even if they are your "internal customer" coworkers.