Customer-Focused Communication and Listening Skills

Organizations today need customer service personnel with effective communication skills and the ability to clearly send and receive messages to and from their customers.

In this workshop, you'll learn how to effectively communicate verbally and nonverbally as well as how to listen for maximum understanding. You can expect to leave this workshop with a better understanding of your own communication strengths and opportunities, as well as practical ideas for improving your communication with customers.

Objectives:

• List the three channels of communication and describe what each consists of
• Identify which channels of communication most affect communication
• List common barriers to communication
• Describe how to communicate effectively across generations or cultures
• List the three parts of a message
• Identify the three levels of listening
• Explain the two listening tools of paraphrasing and empathic listening
• List guidelines for active listening

Intended Audience: Customer service and sales representatives who want to develop or improve their communication and listening skills.

Workshop Length: 4 hours

Please note: This is an interactive, virtual, live, instructor-led training event. To successfully complete the training, you must have a computer with a working microphone, speakers, and camera.