 |
|
|
eService Communication |
|
|
|
| |
| |
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 |
| |
|
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 |
| |
