Communication Skills

Overview/Description
Effective communication is essential to the success of any customer-oriented business. Each customer will have their own style of communication as well as an emotional response to contacting a support center. In order to effectively communicate, the Customer Service Representative (CSR) must understand how to adapt to these different styles and emotions before the customer's problems can be dealt with. This course explains how to adapt to the different communication types and identifies the common emotions that customers experience when contacting the support center. It also explains how to adapt your writing skills to communicate through e-mail and to document incidents. This course helps to prepare learners to work in a customer support center or help desk environment.

Target Audience
Individuals who want to develop or refresh their customer service skills

Expected Duration (hours)
3.5

Lesson Objectives

Communication Skills

recognize the benefits of ensuring and maintaining customer satisfaction

identify the key concepts associated with understanding call differentiating

apply the techniques for satisfying the psychological needs of a customer in a given scenario

apply the techniques for satisfying the business needs of a customer in a given scenario

apply the call-flow process to meet the customer's needs in a given scenario

recognize how to relate to the different communication styles

match the communication styles with their examples

identify guidelines for matching a customer's communication style

recognize the benefits of writing effective e-mails and reports of customer-related incidents

document an incident in a given scenario

recognize best practices for editing incident documentation

determine the appropriate e-mail etiquette to use in a given scenario

identify the strategies that ensure your customer interactions are positive and productive

use open-ended and closed-ended questions with a customer in a given scenario

match open-ended and closed-ended questions to their benefits

match the behavioral techniques that a CSR can use to understand customers' emotions with their definitions

recognize how to adapt to a customer's competency level

identify the purpose of each element used to build rapport with customers