Customer Interactions

Overview/Description
Failing to realize the importance of customer service and effective complaint handling leads to increasingly dissatisfied customers. Organizations need to be able to address the needs of customers in an effective and efficient manner. This course is intended to show the proper procedures and processes needed to provide effective customer service: how to properly support a customer, how to overcome communication problems, and how to use active listening. 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

Customer Interactions

recognize the benefits of using effective communication skills

classify examples of communication as formal or informal

apply common methods to overcome the barriers to effective communication in a given scenario

identify the typical barriers to effective communication

recognize the benefits of using voice attributes to influence how you are perceived by customers

use effective speaking skills in a given scenario

match each technique for improving your speaking skills to its associated benefit

match positive and negative vocal cues with examples

recognize the benefits of having effective listening skills

recognize the benefits to using the best practices of effective listening

match factors that prevent effective listening to the appropriate example

use active listening skills to deal with a customer in a given scenario

recognize the benefits of using active listening

match the classifications of the mirroring behaviors involved in active listening to the appropriate example

recognize conditions that could create barriers to active listening in a customer support situation

apply appropriate paraphrasing skills to deal with a customer in a given scenario

recognize the benefits of paraphrasing