Interacting with Customers

Overview/Description
Target Audience
Prerequisites
Expected Duration
Lesson Objectives
Course Number
Expertise Level

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Overview/Description
Effectively communicating with customers increases customer satisfaction and projects service excellence. This course provides valuable advice on how to improve client service (CS) by building customer relationships with better customer conversations. It covers how to improve conversations with customers by speaking effectively, using vocal cues, listening actively, and using paraphrasing to convey your understanding of the customer's needs.

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

Prerequisites
None

Expected Duration (hours)
0.5

Lesson Objectives

Interacting with Customers

classify examples of communication as formal or informal

identify methods to overcome barriers to effective communication

recognize the skills required for effective speaking

match positive and negative vocal cues with examples

identify the factors that contribute to effective listening

match the mirroring behaviors involved in active listening to their characteristics

identify the benefits of using paraphrasing techniques

use verbal communication skills effectively in a customer support environment

Course Number:
acs_02_a01_bs_enus

Expertise Level
Everyone