Customer Service

Improving Your Verbal Communication Skills

Introduction

Benefits Of The Course

• How to listen carefully to the customer in order to provide the correct response during a conversation
• How to compact explanations to deliver information concisely and the importance of speaking slowly and clearly
• Exploring terms that should be avoided or encouraged when holding a conversation with a customer
• How to adapt conversation to the type of customer you are dealing with
• How using verbal communication correctly can build rapport with customers
• How to calm a situation when a customer is adversely affecting other customers within the service setting
• The difference between speaking passively, aggressively and assertively

Course Code:104219CS019