Navigating a Customer Call

This course helps prepare agents to skillfully navigate through every customer call by familiarizing them with an effective telephone communications roadmap.

  • Agent
  • 55 min

What Learners will learn

  • Describe the importance of first impressions on a phone call
  • Identify appropriate transfer and holding procedures
  • Distinguish between telephone etiquette and bad habits
  • Identify how to leave a positive impression on a customer
  • Identify how to leave effective voicemail messages

Who should take this?

  • Individuals interested in improving their customer service phone skills
  • Newly hired telephone agents (as part of onboarding)
  • Agents that have difficulty with phone skills
  • Supervisors or coaches that manage telephone agents

Course Outline

  • The Warm Welcome
  • Transferring a Call
  • A Sample Transfer
  • The Hold Process
  • Gracious Goodbyes
  • Voice Messages
  • Courteous Communication Essentials
  • Final Exam


Self-paced e-learning containing an engaging mix of video, narratives, scenarios, and self-assessments.

The Navigating a Customer Call course is designed by call center experts to provide a practical and engaging learning experience. Start today.