Speaking to be Understood
As effective communication is the foundation to excellent customer service, in this course you will learn about the importance of speaking clearly and concisely to be understood by others.
BY THE END OF THIS course YOU WILL BE ABLE TO:
Communicate effectively with customers
Communicate using control dialogue as a technique
Understand the impact of body language, tone of voice and words on how you communicate
Be proactive in anticipating customer needs.
Introduction
Structure and techniques of effective communication
Using questions to guide and lead the conversation
Next steps
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- Stan Delores, Account Manager, Flint
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This course will help increase awareness of yourself and your ability to truly listen and how this impacts you and others.
Working with customers is not supposed to be difficult. When you get it right, which is possible even when the customer is complaining, frustrated or upset about the service, the reward is complete job satisfaction and satisfied customers.