Course Description Seat Time: 3hrs - Desc: This course will introduce the learner to procedures for providing customers with ongoing, positive experiences. Some of the procedures that this course will outline include communication through listening, phrasing and probing; proper telephone usage, and the various types of customers who will be encountered. After completing this program the learner will understand: The importance of giving and getting respect. How to properly communicate complex information. How to provide appropriate service to customers with disabilities. Course Topics T1. Customer Experience Statements: This topic will teach the learner about keeping the customer's experience in mind and the characteristics that customers would want to see in employees. T2. Giving and Getting Respect: This topic will explain to the learner the concept of respect and how to best demonstrate respect so that s/he is prepared to make a strong impression on customers. T3. Communication: This topic will examine various communication problems inhibiting the communication process, including information on encouraging teamwork and influencing others. T4. Listening: This topic will explain the importance of listening skills, and will detail the components of the LISTEN model for active listening skills, including leaning forward and identifying key points. T5. Phrasing: This topic will emphasize the notion that everything a person says communicates something, and will also provide best methods for communicating effectively and remembering the goal of communicating. T6. Probing: This topic will define probing and will familiarize the learner with detailed explanations for why probing is important to communication. T7. Probing Strategies: This topic will provide the learner with detailed strategies for probing, including the funneling technique. T8. Telephone Usage: This topic will discuss the customer experience particular to telephone usage, including how to be prepared and actively listen. T9. Unreasonable Customers: This topic will discuss how best to handle unreasonable customers by listening and thinking before responding, probing for understanding, presenting the information, and remaining professional. T10. Service: This topic will discuss how to properly communicate complex information, including information on how to use SERVICE to verify and correct mistakes. T11. Types of Customers: This topic will discuss the differences between youthful and senior members, and best practices on conducting business with each. T12. Customers with Disabilities: This topic will discuss how best to give customers with special needs an ongoing, pleasant experience, and will describe, specifically, how to handle customers with vision, hearing, physical, and speech impairments.
