Telephoning

  This lesson is the second of a two-part series on telephone skills and dealing with customers on the phone. Learning Objectives Letting a caller know what’s happening during the call Politely clarifying if you don’t hear or understand something. Signalling that a call is about to end. Politely finishing a call. In the last […]

  This is the first in a two-part lesson on dealing with telephone inquiries. Lesson Objectives Answering the phone and identifying yourself. Verifying a caller’s name. Confirming something a caller says. Clarifying an inquiry by restating it. In this dialog you will hear a conversation between Leroy, a customer service rep at a credit card

  This is the second of a two-part lesson dealing with angry callers on the phone. Lesson Objectives Explaining a problem. Suggesting a solution. Handling difficult or angry customers. Handling things when your company has made a mistake. In today’s dialog, we’ll hear more of a conversation between Diana, a Customer Care agent for a

  This is the first lesson in a two-part series on dealing with an angry caller on the phone. Lesson Objectives Calming down an angry caller. Using a calm tone of voice. Letting the caller know you’re listening. Acknowledging an angry customer’s frustrations by showing empathy. Clarifying problems so you can solve them quickly. Let’s

In this lesson we’re going to look at discussing problems over the phone. For the example today, we’ll focus on chasing up an outstanding invoice, or a bill that hasn’t been paid on time. Lesson Objectives: Introducing the problem. Clearly stating the details of the problem. Making an offer. Proposing a solution.