Communicating CARE to Customers
Dianna Booher, CSP, CPAE
Overview
This presentation provides customer
service representatives with the
necessary skills to communicate
effectively on the phone, in writing,
and face to face. Dianna will relate
listening, questioning, problem-solving,
and conflict-management skills to the
larger communication and customer
service issues.
Audiences will learn to--
- Increase customer service
awareness
- Identify six barriers to
effective communications with
customers
- Gather information
through effective questioning and
listening techniques
- Build rapport
through customer interactions
-
Respond effectively to "problem"
questions
- Minimize conflict with
difficult customers
- Solve customer
problems with a systematic approach
-
Write customer letters that get
attention
Alternate Titles
- The 10Cs of Communicating CARE to
Customers
Supplementary Materials to Reinforce
Learning
Book: Communicate with
ConfidenceŽ! (McGraw-Hill)
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