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Customer Service Via Phone and Email

Course Description

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.

Course Objective:

You will practice skills and apply principles for providing customer service remotely, via telephone and the web.

  • Manage the customer's initial contact.
  • Address the customer's issues.
  • Close communications with the customer once all issues have been resolved.

Course Content

Lesson 1: Managing the Customer's Initial Contact

  • Accept a Customer Contact
  • Address a Customer's 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




Course Duration

1 Day

Course Time

9am to 5pm

Course Fee


Group Discount of 10% for 3 or more participants

Course Dates

Call for Dates