Customer Communication Channels: Excellent Customer Service Over the Phone

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Course features
  • Category: Customer Service
  • Course Length: 8 minutes
  • Series: Communication Channels
  • Video Length: 3.5 minutes
  • Author: The URL dr
  • Resources: Customer Service Resources
Course overview
In this micro course, you'll learn about three phases of customer service over the phone: getting ready, setting the tone, and guiding the conversation. Good phone service demonstrates professionalism and gives customers more reason to trust and respect your business. 
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Course learning objectives
  • Demonstrate how to get ready to answer the phone
  • Identify how to set the tone on phone calls
  • Examine how to best guide the conversation
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Certification included
Downloadable certificate upon completion.

Providing excellent customer service over the phone

There’s no template for the perfect phone call. Every customer, issue, and situation will be unique. However, there are principles to help you communicate effectively with customers by phone. Understanding how to apply them can make you a master of customer service phone calls. 

"Customer Service Phone Calls" examines how and why human interaction over the phone remains relevant and is still an important aspect of your customer service. Delivering customer service over the phone allows reps to have detailed and personalized conversations with customers.
What We Offer

What's included in this online course?


Professional video is included with every course, discussing main topics and recapping key learning points.

Knowledge Checks

Check your retention of material and concepts with fun knowledge checks in the form of quizzes and games.

Engaging Material

Interactive elements, scenarios, and knowledge checks make learning entertaining and boost comprehension. 

Business Soft Skills

Critical knowledge to increase your value to your employer. Study at your own pace, at home or on the go.

Additional Resources

A list of additional resources is included with each course, directing students to extra material for further study.

Summary / Checklist

Each course comes with a summary of the key areas taught, in addition to a checklist for immediate implementation of ideas.
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Skills you'll learn in this course



Customer Service

Kim Merritt

Kim Merritt, The URL dr, has been teaching and training the business community for over thirty years. Her company's line of business soft skill micro courses are a quick and effective way to master a new competency in fifteen minutes or less. 
Patrick Jones - Course author