Customer Service/Call Centre - Effective Communication
This course is designed for call centre sales and customer service operators and is intended to give them important tools to improve their customer communication.
Course curriculum
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1
The importance of information
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Introduction - the importance of information
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Information gathering
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List 5 questions...
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Ping it back!
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2
Questioning & listening skills
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The five foundations of communication
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Why customers buy - and leave!
FREE PREVIEW -
TED & active listening
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How good a listener are you?
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Listening questionnaire
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Lousy & effective listening
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3
Handling customer objections
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How to handle customer objections
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Conclusion
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