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Customer-Centered Communications

Training
Customer Service
Communication

Location & Dates

Class Times: 8:30 a.m. - 4:30 p.m. (CT)

This blended learning plan includes:

Customer-Centered Communications (Classroom instruction, Full-Day)

With heavy workloads, short staffing, and multitasking, it's easy to become a poor communicator. You're doing your best to listen, yet with the many distractions in the workplace, you miss a lot of what is being said. You are missing out on opportunities to focus on the customer's needs.

 

Learning Objectives:

·      Practice effective verbal and nonverbal communication skills.

·      Demonstrate strategies to enhance listening behaviors.

·      Complete a communication styles assessment.

·      Adapt your communication style to build rapport and trust.

·      Identify positive replacements for "red flag" words.

·      Recognize best practices for email, phone, and chat conversations.

Telephone Skills Tune-up (eLearning, 35 Minutes)

Every conversation has an impact. First impressions can affect whether a customer will do business with a company or not. You will learn how to deliver seamless service through active listening, speak in a positive and powerful manner, and show consideration to the customer by asking open-ended questions and restating what you heard. Demonstrating these behaviors will enable you to be approachable, friendly, professional, and focus on what you can do for the customer and how you do it.

Learning Objectives:

·      Answer, transfer, and conclude calls effectively.

·      Quickly identify your caller's expectations.

·      Eliminate weak words and expressions that can annoy customers.

·      Take complete and proper phone messages.

 

Who Should Attend: Employees at all levels and experience who are responsible for delivery of exceptional service to internal and external customers. Service crosses all industry lines including manufacturing, insurance, health care, sales, real estate, service, technical, and more.

Let's Talk

To find out more about the services we offer, or to speak with a specialist about your specific needs, complete this form and one of our experts will reach out to you shortly.

Can’t wait? Call us now at 800.488.4845.

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