Contact
Request a demo

Customer Service by Phone and Handling Conflict Situations

Cross-cutting
Digital Skills

Soft skills

Duration

30h

PRESENTATION

This Course on Customer Service by Phone and Handling Conflict Situations will equip you with a wide range of interpersonal and customer service skills that are valuable in a variety of roles and industries. These skills They are not only essential for solving problems y to satisfy not only meet customer needs, but also help maintain and enhance the company's reputation.

Objectives

Use telephone communication techniques, both as a speaker and a listener, and handle customer needs quickly and effectively.

Syllabus

TEACHING UNIT 1. COMMUNICATION

  1. Communication
  2. The Communication Process
  3. Telephone Communication
  4. General Rules for Using the Phone
  5. The Voice

TEACHING UNIT 2. EFFECTIVE TELEPHONE COMMUNICATION

  1. Stages of Calls
  2. Active Listening
  3. Communication Barriers

TEACHING UNIT 3. SERVICE QUALITY

  1. Quality Service for Citizens
  2. The Citizen as a Person

TEACHING UNIT 4. HANDLING CONFLICT SITUATIONS

  1. Complaints
  2. Background of the Claim
  3. Response to Prior Claims

TEACHING UNIT 5. PRACTICAL CONTENT

  1. Illustrate how to handle a real-life situation with a client
  2. Describe the characteristics and types of customers
  3. Identify the fundamental elements of communication for building internal and external relationships within the organization
  4. Develop active listening by providing written feedback
  5. Describe the types of barriers that exist in communication
  6. Describe the image we can present to a customer
  7. Identify the customer type based on a series of examples
  8. Recognize the use of assertiveness and empathy in cases
  9. Handling a Conflict Situation with a Customer
Request for Information

Related MOOCs

Course

Workplace Risk Prevention, Ergonomics, and Mental Health

The Course on Workplace Risk Prevention, Ergonomics, and Mental Health addresses the growing need to ensure environments...
Read more
Course

Digital Disconnection and Legal Compliance in the Workplace

In the age of remote work, hyperconnectivity has put companies under the scrutiny of the Labor Inspectorate....
Read more
Course

The Right to Digital Disconnection, Health, and Work Ethics

In a world of global digitization, hyperconnectivity has gone from being an advantage to becoming a challenge...
Read more

Are the Educa PHAROS courses eligible for credit?

Many courses can be credited toward the master's programs at Structuralia.
Specialized Courses Catalog

Facts about our area

+ 1.483

Hours

+88.999

Minutes

264

Courses

Educa PHAROS is a next-generation training model that places a company’s human capital at the forefront. Through a platform that adapts to each company’s corporate identity and offers a total of more than 900 courses, it provides tailored training for each organization. The unlimited flat-rate plan provides each company with the number of courses that best suits its needs, as well as the ability to determine which employees will have access.
Scroll to Top