Become Amazing At Customer Service

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Lesson /5
Unit 3: Customer Service Telephone Skills

Upon successful completion of this unit, you will be able to:

  • explain essential customer service skills using the telephone, email, and Internet;
  • outline methods for effective time management; and
  • propose tactics for productive teamwork.
Time Advisory

Completing this unit should take you approximately 11 hours.

  •    Subunit 3.1: 1 hour
  •    Subunit 3.2: 1 hour
  •    Subunit 3.3: 1 hour
  •    Subunit 3.4: 1 hour
  •    Subunit 3.5: 7 hours
Learning Outcomes

Upon successful completion of this unit, you will be able to:

  • explain essential customer service skills using the telephone, email, and Internet;
  • outline methods for effective time management; and
  • propose tactics for productive teamwork.

3.1 Customer Service and Telephone Skills

Reading:  “Customer Service Telephone Skills” (PDF)

Instructions: Read this article on customer service and telephone skills. Be sure to take careful notes to help study for the unit quiz and final exam. Spend 30 minutes visiting the featured customer workplace for examples of effective customer service tactics. If you can find employment listings of interest to you on that website, you may want to take time to investigate.

Reading this article, taking notes, and exploring the associated resources should take you approximately 1 hour.

3.2 Customer Service via E-mail and the Internet

Reading:  “Customer Service through E-mail and the Internet” (PDF)

Instructions: Read this article on customer service through e-mail and the internet. Be sure to take careful notes to help study for the unit quiz and final exam. Spend 30 minutes visiting the featured customer workplace for examples of effective customer service tactics. If you can find employment listings of interest to you on that website, you may want to take time to investigate.

Reading this article, taking notes, and exploring the associated resources should take you approximately 1 hour.

3.3 Teamwork

Reading:  “Customer Service Teamwork” (PDF)

Instructions: Read this article on effective customer service teamwork. Be sure to take careful notes to help study for the unit quiz and final exam. Spend 30 minutes visiting the featured customer workplace for examples of effective customer service tactics. If you can find employment listings of interest to you on that website, you may want to investigate those.

Reading this article, taking notes, and exploring the associated resources should take you approximately 1 hour.

3.4 Time, Stress, and Work Health Management

Reading:  “Customer Service Worker Self-Care” (PDF)

Instructions: Read this article on self-care for the customer service worker. Be sure to take careful notes to help study for the unit quiz and final exam. Spend 30 minutes visiting the featured customer workplace for examples of effective customer service tactics. If you can find employment listings of interest to you on that website, you may want to investigate those.

Reading this article, taking notes, and exploring the associated resources should take you approximately 1 hour.

3.5 Unit 3 Learning Measures

Activity:  “Community Discourse Forum” (HTML)

Instructions: After reviewing the unit materials, please post and respond to the following topics on the community Discourse forum.Feel free to start your own related posts, and respond to other students’ postings as well. If you do not yet have a Discourse account, you can create one here, free of charge.

  1. When talking on the telephone, what techniques have you found useful? What might you do differently based on this unit’s readings?
  1. When communicating over the computer, what tactics have you found useful? What might you add to those based on this unit’s readings?
  2. What are your own most effective ways of managing your time? What tips from this unit might help you do it better?
  3. Have you ever worked on a team project, either at work, on the job, or just a family task? How did it go? What might you suggest?

Posting and responding on Discourse should take you approximately 3 hours.

Activity:  “Unit 3 Short Writing Assignment: Customer Service Skillsets” (HTML)

Instructions: Prepare a 300-500 word document as if you were the manager of a customer service department orienting new employees on the best practices in telephone and computer communications, as well as team work effectiveness and personal development. Based on this unit’s readings, what are the key suggestions you would offer to help your new employees be effective in their positions?

Completing this activity should take you approximately 3 hours.

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