Customer Interactions


Overview/Description
Target Audience
Expected Duration
Lesson Objectives
Course Number

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

    • Course Number:
    cust_07_a01_bs_enus