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Customer Service Communication |
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Course Description
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| This 16- or 24-hour workshop provides
customer service staff with the necessary
skills to communicate effectively on
the phone, in writing, and face to face.
The instructor will relate writing,
speaking, listening, questioning, problem-solving,
and conflict-management skills to the
larger communication and customer service
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| Key Objectives |
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- Identify barriers to effective
communication
- Increase customer service awareness
- Handle telephone calls courteously
- Inject energy and enthusiasm into
the situation
- Build rapport with customers to
increase loyalty
- Respond effectively to "problem"
customers
- Frame the positive approach in
"bad news" situations
- Gather information through effective
questioning and listening techniques
- Solve customer problems with a
systematic approach
- Identify ways to handle on-the-job
stress specific to customer service
interactions
- Document work by writing clearly
and quickly (optional)
- Write clear, courteous, effective
customer correspondence (optional)
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| Who Should Attend |
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| Anyone who deals with customers face
to face or on the telephone |
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Materials/Texts
Participants receive
a course manual containing consultant-designed
exercises and planning sheets for on-the-job
reference. They will also receive the
book Communicate with Confidence®:
How to Say It Right the First Time and
Every Time (written by Dianna
Booher and published by McGraw-Hill).
Job-aid cards are also included.
Class Size
15-20 participants
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