eService Communication
| Request Communication Skills Training Information Online | Printer-Friendly PDF Version |
Course Description
This 8- to 24-hour workshop provides participants with the necessary skills to interact with customers and handle customer issues effectively on the phone and/or by email. Depending on the module(s) selected, the instructor will relate writing, speaking, listening, questioning, problem-solving, and conflict-management skills to the larger communication and customer service issues. The practical tips, innovative techniques, and constructive practice-time offered in eService Communication give participants the nuts and bolts to handle customer service issues quickly and efficiently while improving customer service satisfaction and building customer loyalty!
Key Objectives
- Identify barriers to effective communication
- Increase customer service awareness
- Respond effectively to "problem" customers
- Gather information through effective questioning and listening techniques
- Solve customer problems with a systematic approach
- Frame the positive approach in "bad news" situations
- Build rapport with customers to increase loyalty
(Email Module)
- Use the MADE Format® to write email messages quickly, clearly, and effectively
- Select appropriate details and make them quickly and easily accessible
- Improve clarity of your messages by using 11 key principles
- Handle "sticky" issues by email: complaints and apologies
- Follow the rules of email etiquette to create the proper image
- Manage high-volume email
(Telephone Module)
- Handle telephone calls courteously and use proper telephone etiquette
- Handle voice mail (greetings and messages) efficiently
- Avoid a condescending, haughty, impatient, or irritated tone
- Inject energy and enthusiasm into the call
- Be clear and specific, not vague and general
Who Should Attend
Anyone who interacts with customers or who handles customer issues by telephone or email
  More Booher Publications... |
Materials/Texts
Participants will receive the texts E-Writing: 21st-Century Tools for Effective Communication (Simon & Schuster/Pocket Books) and Communicate with Confidence®: How to Say It Right the First Time and Every Time (McGraw-Hill) written by Dianna Booher, along with a participant manual and job-aid cards.
Class Size
15-20 participants
