eService Communication
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Course Description
This 8- to 24-hour workshop provides participants with the necessary skills to interact with customers and handle customer service issues effectively on the phone and/or by email. Depending on the module(s) selected, the instructor will relate writing, speaking, listening, questioning, problem-solving, and conflict-management skills to the larger communication and customer service issues. The practical tips, innovative techniques, and constructive practice time offered in eService Communication give participants the nuts and bolts to handle customer service issues quickly and efficiently while improving customer service satisfaction and building customer loyalty!
Key Objectives
- Identify barriers to effective communication
- Increase customer service awareness
- Respond effectively to "problem" customers
- Gather information through effective questioning and listening techniques
- Solve customer problems with a systematic approach
- Frame the positive approach in "bad news" situations
- Build rapport with customers to increase loyalty
(Email Module)
- Use the MADE Format® to write email quickly, clearly, and effectively
- Select appropriate details and make them quickly and easily accessible
- Improve clarity of your messages by using 11 key principles
- Handle "sticky" issues by email: complaints and apologies
- Follow the rules of email etiquette to create the proper image
- Manage high-volume email productively
(Telephone Module)
- Handle telephone calls courteously and use proper telephone etiquette
- Leave clear voice mail greetings and messages
- Avoid a condescending, haughty, impatient, or irritated tone
- Inject energy and enthusiasm into your calls
- Be clear and specific, not vague and general
Who Should Attend
Anyone who interacts with customers face to face or who handles customer service issues by telephone or email
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Materials/Texts
Participants will receive the texts E-Writing: 21st-Century Tools for Effective Communication (Simon & Schuster/Pocket Books) and Communicate with Confidence®: How to Say It Right the First Time and Every Time (McGraw-Hill) written by Dianna Booher. They will receive a participant manual and job-aid cards.
Class Size
Up to 20 participants
To Schedule This Customer Service Training
Call Booher Consultants at 817-318-6000 or email training@booher.com to discuss bringing this customer service training to your organization.
