Communication and Customer Service™

Employees must be committed to, and skilled in communication that enhances customer service (internal and external). Even employees who do a good job can learn communication skills that will improve the way they represent themselves, their department, and the organization).

Participants will learn to:

• See their customer (internal or external to the organization) contact the way their customers may see (or hear) it

• Listen to understand, resolve problems, and increase customer satisfaction

• Build customer confidence and goodwill through five critical communication skills

• Handle the three toughest telephone communication challenges

• Know when they need to enlist the help of others

• Communicate effectively when emotionally triggered or when dealing with unreasonable, “unmeetable” requests and the people making those requests

• Use effective communication to improve image, morale, productivity, and service

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